Sustainability Report 2023/24

To identify areas for improvement and training needs, we maintain communication channels and carefully analyze feedback from hotel guests, customers and tenants. We strive to ensure that every customer receives equal care and high-quality service. • Our hotel regularly monitors guests’ comments on online travel sites. Alva Hotel by Royal and The Royal Garden obtain feedback through loyalty programmes, birthday programmes, daily courtesy calls and engaging with guests • For residential properties, a Management Service Brainstorming Session collects opinions from residents. Hong Yip hosts regular tea gatherings for one-on-one sessions with residents to discuss estate- related issues • SoPropBiz has introduced a new feature: tenant feedback on the platform is automatically forwarded to area managers and designated email accounts. This streamlined process ensures issues are addressed appropriately Partnering with Tenant Through Green Lease We listen to the needs of our customers and tenants and design products that cater to their needs. A green lease agreement between SHKP and UBS – the first anchor tenant at International Gateway Centre in Hong Kong – ensures that sustainable infrastructure standards are met. The agreement encourages both parties to obtain green certifications and achieve all other green leasing aspirations. It also incentivizes SHKP and UBS to work together to measure and share environmental performance data. This helps improve environmental performance in the value chain, particularly in waste management and the sustainable use of resources. Regular investments will enhance the building’s environmental and wellness performance. As the property manager of the building, SHKP is committed to operating, maintaining and upgrading the premises in line with best practices for environmental and wellness performance as benchmarked against the latest industry standards and holding relevant green building certifications. This supports tenants’ environmental commitment and aligns with the HKSAR government’s carbon neutrality goals. SHKP is also committed to organizing engagement activities and incentive programmes for tenants. These will address ESG issues and contribute to carbon reduction. Strict customer service procedures and protocols ensure all feedback from shopping malls, offices and residential properties is addressed promptly within a reasonable period of time. A dedicated resolution system handles complaints, and our staff are trained to handle complaints and challenging situations. Emergency complaints Immediate response Verbal complaints Verbal response within 10 minutes Written complaints Written response within 10 working days All complaints Response within 48 hours Hotel Property Management Sergio Ermotti, Group CEO of UBS Group AG and SHKP Chairman and Managing Director Raymond Kwok at the topping out ceremony Sun Hung Kai Properties Limited | Sustainability Report 2023/24 < 67 > 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