Sustainability Report 2019/20

Strategies and Management We attach great importance to the principle of Building Homes with Heart when we deliver our products and services, as well as support for the SDGs. Underpinning our commitment to creating pleasant living environments, productive workplaces, enjoyable recreational facilities and promoting the health and wellness of our customers, we have established a set of service protocols ranging from customer satisfaction and health and safety to information privacy. Despite challenges during the reporting year, we continued to put our customers first and ensure their safety, whilst offering them efficient, attentive and professional services. The Group continued to apply innovation and technologies to the development and management of our properties to enable us to offer services beyond expectations. We also maintain bonding and communication with our customers through the SHKP Club, ‘The Point by SHKP’ and Club Royal. Building Premium and Quality Homes The Group’s core values of Quality, Speed, Efficiency are ingrained into each stage of our project development cycles. Our insistence on using top-calibre building materials, premium craftsmanship and leading-edge building technologies, together with the provision of professional handover inspection, is widely recognized by the public. Committed to creating the best after-sales service, in 2013, we initiated a three-year warranty policy for new residential developments. The warranty period is the longest offered by any Hong Kong developer, fully reflecting our confidence in the high quality of our products. We also adopt a vertically integrated development model to ensure strict quality control at every development stage, from land acquisition, project planning and management, material sourcing and construction to marketing, sales and property management. Design and Construction We utilize our extensive experience in property development to design projects that meet our customers’ expectations. Striving to maintain the highest standard of safety and quality, we carry out continuous supervision of the construction works and stringent quality assessment on the materials we carefully select. We have also adopted various technologies in our development projects to elevate the work quality and efficiency. For example, we make use of drones to film our construction sites to monitor work progress and to help create 3D maps. In addition, Building Information Modelling (BIM) is adopted for creating a 3D model incorporating all the information and data of a project, elevating efficiency and quality of work and reducing manual errors. Pre-sale Prior to the sale of every project, our in-house experts conduct inspections on building quality based on SHKP’s benchmarks. To further assure the quality of our products, our project-monitoring teams conduct quality audits to ensure zero defects in our completed projects. We also ensure related marketing and communications materials comply with all relevant regulations and industry guidelines, including the Residential Properties (First-hand Sales) Ordinance, when our residential properties are completed and put on the market for sale. The preparation and release of sales brochures and other marketing materials are regularly reviewed and closely monitored by our internal expert committee. Handover We usually plan the handover process six months in advance and conduct at least three full-scale checks, covering over 120 items in each unit. Training is provided to our sales and customer-services team to enhance their knowledge and skills in order to deliver complete, accurate and easy-to-understand information to homebuyers during the property handover stage. After-sale To further gain customers’ confidence in our building quality, we have been offering three-year warranty policies for newly completed residential developments since 2013. All of our sold properties are constantly monitored and reviewed by qualified safety officers. Digital technologies are also adopted to improve the overall property handover process and experience. Developed by Hong Yip, the mobile application ‘Intake Easy’ was first introduced to Century Link homebuyers to facilitate the handover process. With this application, homebuyers can conveniently sign off documents, report any defects spotted during the handover, and keep track of all repairs and maintenance works during the warranty period. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2019/20 23