Sustainability Reports 2022/23

Pursuing Excellence in Property Management On the frontlines of our customer-first philosophy are our property management subsidiaries. To ensure the needs of customers are met, we maintain robust management, comply with international standards and continually pursue improvement. Business Continuity • Kai Shing’s ICC has an ISO 22301-certified Business Continuity Management Systems • Regular drills ensure the team responds promptly to business disruptions • Risk assessments are undertaken to identify significant issues Health and Safety • We implement ISO 45001-certified Occupational Health and Safety Management Systems and go beyond statutory requirements • Regular audits and reviews ensure the effective operation of those systems Facilities Management • Kai Shing attained ISO 41001 certification for its facilities management at the ICC – a first in Hong Kong • To better manage facilities, we use technology, such as BIM, digital twin modelling, the Internet of Things (IoT) and smart lighting Customer Satisfaction and Complaint-handling • Hong Yip’s ISO 10002-certified complaints- handling guidelines classify complaints, analyze causes, and devise improvement plans • A formal review process for each complaint is followed by a prompt response Information Security • Hong Yip was the first property and facility management company in Hong Kong to obtain ISO 27001 Information Security Management Systems certification • Training and regular reviews ensure staff who handle sensitive customer and company information maintain a high level of data privacy Service Quality • All our property management and construction subsidiaries implement ISO 9001-certified Quality Management Systems, which enhances customer satisfaction via ongoing improvement and adherence to statutory and regulatory requirements • We developed internal standards covering all our operations to monitor service quality and benchmark our performance against industry best practice • Clear guidelines and regular staff training maintain high-quality service ISO 22301 ISO 10002 ISO 27001 ISO 41001 ISO 45001 ISO 9001 Sun Hung Kai Properties Limited Sustainability Report 2022/23 45 Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices Value Created for the Environment