Sustainability Report 2021/22

Value Created for Customers Handover We usually plan the handover processes six months in advance. To ensure our quality and safety standards are met, at least three full-scale inspections – covering more than 120 items – are conducted for each unit. We train our sales, customer-service and handover teams in the knowledge and skills to deliver complete, accurate and easy-to-understand information. This protects homebuyers’ rights during the handover. After-sale Alongside our three-year warranty for new residential units, our qualified safety officers monitor and review sold properties. We meet the needs of our customers with the use of technology and innovation. Mobile apps enhance the handover experience: homebuyers can readily sign off documents, report any issues spotted during the handover, and keep track of repairs and maintenance during the warranty period. We value homebuyers’ feedback and collect comments via a survey to drive improvement. This year, we were named Best Overall Developer in Hong Kong by Euromoney for the eighth time, and Most Outstanding Company (real estate sector) in Hong Kong by Asiamoney for the third time. Maintaining International Standards in Property Management Our property management subsidiaries are on the frontlines, putting our customer-first philosophy into action. International standards maintain our robust management and ongoing improvement: • Business continuity: Kai Shing has implemented ISO 22301 Business Continuity Management Systems at ICC. Regular drills ensure the team responds swiftly in the event of business disruptions, while risk-assessment procedures identify high-priority risks • Facility management: Kai Shing was Hong Kong’s first company to earn ISO 41001 Facility Management System certification for its management at ICC. We use technology, such as BIM, digital twin model, Information of Things (IoT) technology and smart lighting controls, to integrate people, place and process, and improve the facility management • Customer satisfaction and complaint-handling: To enhance customer satisfaction, Hong Yip uses ISO 10002-certified Complaints Handling Management Systems to categorize complaints and their causes, and develop improvement plans. We also conduct formal reviews of each complaint received to formulate a prompt response according to the standards • Health and safety: We operate according to OHSAS 18001 and ISO 45001-certified Health and Safety Management Systems and go beyond statutory requirements. Regular audits and reviews ensure the systems operate effectively • Information security: Hong Yip was Hong Kong’s first company in the property and facility management sector to earn ISO 27001 Information Security Management certification. We ensure data security with regular reviews and training for staff who handle sensitive customer and company information • Service quality: Our property management and construction subsidiaries have ISO 9001-certified Quality Management Systems. They enhance customer satisfaction through ongoing refinements and adherence to statutory and regulatory requirements. We benchmark our performance against industry best practice to identify areas for improvement. Guidelines and regular training maintain high quality of customer service Our excellence in property management has earned various awards. For example, a total of 41 properties under our management won 52 awards at the 2021 Excellence in Facility Management Awards. We also earned the Gold Award for Outstanding Security Personnel at the Kowloon West Best Security Awards for two consecutive years. We won Security Services Best Training Award by the Hong Kong Police Force to recognize the pursuit of delivering quality and professional competence of security staff. 30 Sun Hung Kai Properties Limited • Sustainability Report 2021/22