Sustainability Report 2020/21

Strategies and Management Building Homes with Heart is the core belief of our business and it supports us on our journey to achieve the SDGs. A set of service protocols is in place to monitor customer satisfaction and protect customers’ rights, which underlines our commitment to crafting superior living environments, productive workplaces and entertaining leisure facilities. We safeguard the health and well-being of our customers while striving for continuous improvements in the goods and services we offer and constantly elevate customer experience through the SHKP Club, The Point by SHKP and Club Royal. By accelerating the application of innovative technologies, we continue to unlock the potentials in smart construction and management of our properties. Building Quality Homes with Technology We focus on core values of Quality, Speed, Efficiency throughout our project cycles. Our vertically integrated development model ensures stringent quality control at all development stages, from land acquisition, project planning and management, material sourcing and construction to marketing, sales and property management. Our high-calibre building materials, exquisite craftsmanship, state-of-the-art building technology and professional handover inspections have earned wide public recognition. Our confidence in product quality is reflected in the three-year warranty that we have offered for new residential developments in Hong Kong since 2013. This is the longest warranty offered by Hong Kong developers. Design and construction We anticipate customers’ needs when we design our projects. Through close supervision of construction and meticulous selection and strict quality assessment of building materials, we maintain the highest safety and quality standards. We monitor technology changes and seek to utilize the latest technology in our development projects to enhance quality and efficiency. For instance, we use drones to film construction sites, to monitor progress and help create 3D maps. Based on the data from Building Information Modelling (BIM) models, we make use of a hybrid reality platform to simulate future progress of the construction site. During the reporting year, Downtown 38 and Mount Regency – both SHKP projects – were named Buildings of the Year at the Hong Kong Professional Building Inspectors Academy Awards 2020. W LUXE was named a Quality Commercial Building in recognition of its building quality. Pre-sale Our internal experts inspect every building’s quality, as per SHKP standards, before sale. Our project monitoring team conducts further quality audits to ensure our completed projects have zero defects. To ensure transparency and to protect buyers, internal control procedures on responsible marketing are in place. An internal expert committee regularly reviews and closely monitors the preparation and release of marketing and communication materials, including sales brochures, to make sure they 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. We offer regular training in responsible marketing, advertising and sales. Handover We usually plan handover processes six months in advance. At least three full-scale checks of all units are conducted, covering more than 120 items in each unit, to ensure their quality and product safety are up to standard. We provide sufficient training to our sales and customer service teams to equip them with the necessary knowledge and skills to deliver complete, accurate and easy-to- understand information to homebuyers during property handover. After-sale In addition to offering a first-three-year warranty for new residential units in Hong Kong, we appoint our qualified safety officers to constantly monitor and review sold properties. In addition, mobile apps enhance the overall property handover experience: homebuyers can readily sign off documents, report any defects spotted during the handover, and keep track of all repairs and maintenance works during the warranty period. We also collect customer feedback through a property handover survey, to enable continual improvement. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2020/21 27