Sustainability Report 2019/20

Case Study – Protecting and Supporting Customers and Tenants from Coronavirus The emergence of coronavirus poses great threats to public health and significantly increases public awareness about epidemic diseases. To address customers’ increasing concerns about safeguarding their health conditions, we have made extra efforts since the outbreak of coronavirus to strengthen sanitation and cleaning across our managed properties. Reinforcing Preventive Measures in Our Properties We have introduced new measures in almost 60 malls and office buildings to combat coronavirus to mitigate concerns of our shoppers and tenants. For example, 300 caring ambassadors were recruited to provide additional anti-epidemic services at our 30 malls, including assisting in sanitizing the hands or measuring the body temperature of customers. Over 320 automatic hand-sanitizer dispensers were installed throughout our malls. We have also taken an active role in helping our tenants to strengthen in-store infection prevention measures, including helping to clean and disinfect the air-conditioning outlets of their stores. In our residential properties, we have increased the frequency of cleaning and disinfection of frequently touched surfaces, including escalator handrails, door handles of entrances and exits, railings and main lift buttons. In our hotels, we have stepped up precautionary and safety measures by setting up a Hygiene Check Station at every hotel entrance to check the body temperature of all visitors before they enter the premises, as well as increasing the frequency of disinfection at all hotel facilities, from guest rooms to restaurants and kitchen areas. For further details about our anti-epidemic measures, please watch the video here . Leveraging Technologies to Fight Coronavirus Efficiently Our property management teams have utilized digital and innovative technologies to effectively clean and disinfect the public areas of our properties. We have applied anti- microbial coatings on frequently touched surfaces to achieve lasting disinfectant effects. UV sterilizers have also been applied to air-handling outlets and handrails of escalators, while ion air purifiers have been installed in the lifts. Automatic disinfection machines are available in public toilet compartments, entrances and corridors, with disinfectant sprayed every 15 minutes. Other innovative measures include adding disinfecting equipment to robots for customized round-the-clock deep cleansing. We also utilized online pre- registration systems when we organized events such as Smart Buy Weeks during the period when epidemic-related restrictions were eased. Going the Extra Mile for Providing Attentive Services Our management service teams enhanced communication with tenants and provided value-added services in the wake of coronavirus. Kai Shing made use of smartphone applications such as ‘Live e-asy’ to disseminate latest updates on the development of coronavirus and anti-epidemic measures to raise tenants’ awareness on public health and safety. Over the panic-buying period, Hong Yip offered a ‘Neighbourhood Shopping’ service to provide shopping assistance for daily necessities at residential estates located far away from key shopping areas. For residents who are under compulsory home quarantine, the management service teams also provide support by offering shopping assistance and door-to-door delivery service. During residents’ extended stay at home, the management service teams even rolled out a series of cooking videos and online tutorials to help residents stay relaxed. • 300 caring ambassadors were deployed to provide additional anti-epidemic services to visitors in SHKP malls and offices • Cleaning robots were deployed for additional cleansing and disinfection in some malls Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2019/20 26