Sustainability Report 2020/21

Excelling in Property Management Our property management subsidiaries Hong Yip and Kai Shing are on the frontline, fulfilling our pledge to put customers first. We follow international property and facility management standards to ensure customers’ health and safety and to protect their privacy, and we provide professional management using new technology. Since the launch of the all-in-one SHKP Malls App in 2018, and the customer loyalty programme The Point by SHKP in 2019, we have been constantly offering new exclusive services to our customers. For example, via the app, customers have enjoyed a seamless driving experience with Hong Kong’s first and largest Contactless Parking and Auto Payment Parking service network. In addition, a takeaway self-pick-up service – which covers more than 100 restaurants in 27 shopping malls – offers discounts and redeemable points on the app. To support businesses in these tough times, we provide this service to our restaurant tenants without commission fees. To date, membership of The Point by SHKP has surpassed 1.2 million. SHKP actively explores opportunities to apply innovative digital solutions to property management. In addition to the application of Internet of Things (IoT) in commercial and residential properties, mobile apps for residential developments offer a smart living experience. Their functions include smart card access, visitor registration, management fee payment, facilities reservation, mail notification and remote control of smart home systems. To reduce the chance of damage to facilities in the event of water leakage, Hong Yip developed a smart water leakage alarm and automatic cut-off system. This sends real-time notifications to the property management team from a cloud integrator, allowing them to monitor the system via smartphone. Kai Shing’s intelligent facility management system is called ‘IDEA’: Information integration, Data collection, Emergency response and Analysis. It gives engineers a full view of a property’s maintenance records, inspection schedules and facilities specifications. The system also provides real-time parameter comparisons, collects data for lifecycle analysis and generates inspection reports. Kai Shing aims to gradually implement IDEA in different projects to enhance efficiency and move towards truly intelligent and green management. The Group and our property subsidiaries have adopted the following international standards to maintain robust management and ongoing improvement: Business Continuity: ISO 22301 Kai Shing uses ISO 22301 Societal Security - Business Continuity Management Systems at ICC. Regular drills help the team swiftly and effectively handle disruptions to business. Meanwhile, continuity procedures help identify high- priority risks. Customer Satisfaction and Complaints Handling: ISO 10002 To support SHKP’s ‘customer-first’ philosophy, our property management subsidiaries use ISO 10002-certified Complaints Handling Management Systems to help identify complaints and their causes, and areas for improvement. We conduct formal reviews for each complaint we receive and provide prompt responses. Facility Management: ISO 41001 For its work at ICC, Kai Shing is the first company in Hong Kong to earn the internationally recognized ISO 41001 Facility Management System certification. This requires standardized and consistent assessments, and measurements of procedures and performance of a practicing facilities management company. Health and Safety: OHSAS 18001 and ISO 45001 Our OHSAS 18001 and ISO 45001-certified Health and Safety Management Systems are in place and go beyond statutory requirements. Regular audits and reviews are conducted to monitor the systems’ effectiveness. Information Security: ISO 27001 Hong Yip is Hong Kong’s first property management company to have obtained ISO 27001 Information Security Management certification in the property and facility management sector. To ensure the security of data, employees who handle sensitive customer and company information are well trained. Service Quality: ISO 9001 Our property management and construction subsidiaries’ quality management systems are ISO 9001-certified. We constantly benchmark our performance against industry best practice to identify areas for improvement. Clear guidelines and regular training maintain high customer service quality. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2020/21 28