Sustainability Report 2023/24

Stringent controls and regular training ensure the safety of our products and services. In the event of material product quality and safety issues or incidents that may lead to a product recall, we initiate investigations and undertake corrective actions – such as repair and reworking – to prevent recurrence. Our ultimate goal is to achieve zero product recalls and no violation of regulations. During the reporting year, there were no incidents of non-compliance with regulations, resulting in fines or penalties, and/or with voluntary codes concerning the health and safety of our products and services. Recognizing our commitment to excellent quality, we were awarded Best Overall Developer in Asia Pacific, China and Hong Kong by Euromoney, and also the Most Outstanding Company (Real Estate Sector) in Hong Kong by Asiamoney for the fifth time. We were recognized as one of Hong Kong’s top ten developers for the 14th consecutive year by BCI Asia, and named as Hong Kong’s Best Overall Company and Best Corporate ESG Strategy in Asia’s Best Companies by FinanceAsia. For details on our awards, please refer to Appendix I. Maintaining Excellence in Property Management Our customer-centric approach is spearheaded by our subsidiaries. To prioritize the needs of our customers, we comply with international standards and continually seek improvement. Building Information Modelling • EVERBIM Digital Tech Limited – a subsidiary of Sanfield – earned ISO 19650 certification for its building information modelling to demonstrate our effort on digital transformation Food Safety Management • The Royal Garden obtained ISO 22000-certified Food Safety Management System Business Continuity • Managed by Kai Shing, ICC uses ISO 22301-certified Business Continuity Management Systems • Regular drills prepare the team to respond quickly if business is disrupted • Risk assessment procedures are undertaken to identify significant issues Information Security • The Group and Hong Yip earned ISO 27001 Information Security Management certification to safeguard customer data. • Hong Yip was Hong Kong’s first property and facility management company to earn this certification Facility Management • For its work at ICC, Kai Shing became Hong Kong’s first property management company to earn ISO 41001 Facility Management Systems certification • We use technology, such as Building Information Modelling (BIM), digital twin modelling, the Internet of Things (IoT) and smart lighting to manage facilities efficiently and effectively Health and Safety • Going beyond statutory requirements, our occupational health and safety management is ISO 45001-certified • Regular audits and reviews ensure the system’s effectiveness ISO 27001 ISO 9001 ISO 19650 Service Quality • All our property management and construction subsidiaries are certified with ISO 9001 Quality Management Systems. External audits are conducted annually. This enhances customer satisfaction via continual improvement and compliance with statutory and regulatory requirements • Our performance is constantly benchmarked against internal standards and industry best practice, facilitating quality improvement • Clear guidelines and regular staff training maintain our high-quality service Customer Satisfaction and Complaint-Handling • Hong Yip’s ISO 10002-certified complaints-handling procedures categorize complaints, analyze causes and develop improvement plans • A formal review process for each complaint is followed by a prompt response ISO 22301 ISO 41001 ISO 22000 ISO 10002 ISO 45001 Sun Hung Kai Properties Limited | Sustainability Report 2023/24 < 58 > 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