Sustainability Report 2021/22

Value Created for Customers Strategies and Management using smarter and better ways to build quality products for our valued customers. We have invested tremendous resources to advance our Building Information Modelling (BIM) and Design for Manufacturing and Assembly (DfMA) capabilities to improve productivity and management. This also allows data to be seamlessly applied to enhance the whole property development life cycle from planning, design and construction to sales/leasing, property management and customer services. SHKP was the first property developer to adopt Rotational Bridge Launching Construction in Hong Kong; For more details, please refer to the case study in Value Created for Supply Chain section. Looking ahead, we will invest in building innovative technology solutions that facilitate the architectural and structural design of various professional practitioners. Pre-sale Before the sale of every building, our internal experts will inspect their quality based on SHKP standards. Our project-monitoring team conducts further quality audits to ensure they meet the standards and have minimal defects. To ensure transparency and protect buyers, internal control procedures on responsible marketing are in place. External professionals and our internal expert committee review and monitor marketing and communication materials, including sales brochures, to ensure they comply with relevant regulations and industry guidelines, including the Residential Properties (First-hand Sales) Ordinance before the sale of our projects. We offer regular training in responsible marketing, advertising and sales. This year, we organized webinars in competition laws and intellectual property rights, in which competition law risks in the property sector, the use of trademarks and copyrights were introduced. During the reporting year, we had no incidents of non-compliance with regulations resulting in a fine or penalty and/or voluntary codes concerning the health and safety of products and services. We did not have any dangerous occurrences, reportable injuries and fatalities to non-workers on or off site or assets (including visitors to an asset or site, and members of the public) either as a result of non-compliance with regulation and voluntary codes. Our core aim is to create sustainable homes and workplaces that align with the SDGs while monitoring and maintaining customers’ satisfaction, protecting their rights and safeguarding their health and well-being. We offer multiple channels to communicate with our customers and collect their feedback for enhancements to our products and services. Through our SHKP Club, the integrated loyalty programme for the Group’s shopping malls The Point by SHKP, and the new mobile-based loyalty programme for our hotels Go Royal by SHKP, we not only elevate customer experience by providing various kinds of privileges and reward offerings, but also engage them in our sustainability work and initiatives. To deliver smart and quality homes and services, we embrace the best and innovative methods of construction and property management. Innovating Building Excellence Our vertically integrated development model ensures stringent quality control and sustainability throughout the life cycle of our buildings, from land acquisition, project planning and management, material sourcing and construction to marketing, sales and property management. The Group Sustainability Policy , Sustainable Building Policy , Climate Change Policy and Environmental Policy are in place to guide our efforts. Quality, speed and efficiency are core values and considerations when we source high-calibre materials, construct quality buildings and conduct professional handover inspections. We take pride in our buildings and have since 2013 offered a three-year warranty for new residential developments – the first developer to offer this long warranty in Hong Kong. Design and Construction We balance customer needs with potential environmental impacts when we design our projects. Robust supervision of construction and sourcing of materials with strict quality controls ensure the highest safety and quality standards. We are committed to 29 Sun Hung Kai Properties Limited • Sustainability Report 2021/22