Sustainability Report 2023/24

Strategies and Management The Group is dedicated to ensuring customer satisfaction, protecting their rights, promoting their well-being, and ensuring the health and safety of our products and services. Our management systems ensure that our products and services are safe and of high-quality. We are dedicated to creating homes and workplaces that align with the United Nations’ Sustainable Development Goals. Active engagement with customers is crucial for gathering feedback. We do this via the SHKP Club and our loyalty programmes, such as The Point by SHKP for shopping malls and Go Royal by SHKP for hotels. These programmes offer our customers exclusive privileges and rewards, enhancing their experience whilst promoting sustainability initiatives. We invest in innovative technology for construction and property management to continually enhance customer experiences throughout different consumer touch points. Optimizing Property Quality A vertically integrated development model maintains quality control and sustainability throughout the life cycle of our projects, from land acquisition, project planning and management, material sourcing and construction, to marketing, sales and property management. Our Group Sustainability Policy, Sustainable Building Policy, Climate Change Policy and Environmental Policy ensure that our core values highlighting quality, speed and efficiency are maintained during procurement, construction and handover inspections. Since 2013, we have offered an industry-leading three-year warranty to first-hand purchasers of newly sold developments – being the first real estate developer in Hong Kong to provide this warranty. The offer of an extended period of coverage has been highly acclaimed, and the quality of our buildings is well-recognized among our customers. Highlights of our Performance in FY2023/24 3-year warranty offered to first-hand purchasers of newly sold developments in Hong Kong The Point launched Instant Point Earn service at 25 SHKP shopping malls in 1,500+ stores 1 st green lease agreement signed with UBS at International Gateway Centre 18 shopping malls offered electric vehicle super-charging service 99% of customers 1 rated the Group ‘Good’ or ‘Excellent’ in our annual customer satisfaction surveys 1 Covers homebuyers, office tenants and shopping mall tenants • Monitor the quality and safety of sold properties by qualified safety officers • Enhance the handover experience with mobile apps, via which homebuyers can sign documents, report issues during handover, and monitor repairs and maintenance during warranty periods • Collect buyers’ feedback via property handover surveys After-sale • Inspect building quality using the Group’s standards and internal experts • Perform quality and safety audits to verify that finished projects meet our standards and have minimal defects by our project-monitoring team • Implement internal controls, guidelines and policies on responsible marketing Pre-sale • Plan handovers six months in advance • Undertake a minimum of three full-scale inspections in every unit, covering over 120 items, to ensure quality and safety standards • Train sales, customer service and handover teams to provide complete, accurate and comprehensive information Handover • Prioritize customer needs, product safety and environmental impacts • Leverage innovative technology to enhance efficiency and quality • Source and procure materials carefully • Supervise construction closely to ensure safety and quality Design and Construction Sun Hung Kai Properties Limited | Sustainability Report 2023/24 < 57 > Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for the Environment Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices