SHKP Sustainability Report 2024/25

11 Sun Hung Kai Properties Limited | Sustainability Report 2024/25 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 Corporate Governance and Business Ethics Oversight and Responsibilities The Audit and Risk Management Committee supports the Board in overseeing the effectiveness of the Group’s risk management and internal control systems. It also holds ultimate responsibility for the Whistleblowing Policy and mechanism The Executive Committee oversees and reviews corporate governance practices, including policies and reports to uphold the high standards and compliance of the Group The Group Head of Internal Affairs and the Head of Internal Audit oversee the implementation of the Whistleblowing Policy Potential Risks and Opportunities Increase litigation and financial risks from integrity breaches and regulatory non-compliance Increase investor confidence with strong governance and ethical practices Our Strategies and Action Plans Maintain our Code of Conduct and communicate to all employees for compliance Establish the whistleblowing mechanism for employees and other stakeholders to report confidentially and anonymously Provide training on ethical standards, anti-corruption and anti-competition practices Metrics and Targets Number of non-compliance cases with the Code of Conduct Number of full-time employees receiving anti-corruption training Our Performance in FY2024/25 No non-compliance cases with the Code of Conduct 22,000+ full-time employees received anti-corruption training, accounting for 8,700+ hours Relevant Material Topics Business Ethics and Anti-corruption Corporate Governance Risk Management Relevant SDGs Customer Relationship Oversight and Responsibilities The Property Investment Department regularly reviews marketing practices to align with peers’ best practices and standards Relevant parties, including the Property Investment Department, Corporate Communications Department and property management subsidiaries, manage and address stakeholders’ expectations and needs Our loyalty platforms – The Point by SHKP, SHKP Club and Go Royal by SHKP collect members’ feedback and drive continuous improvement in our products and services Potential Risks and Opportunities Increase litigation risks from non-compliant marketing materials and reduce competitiveness by not meeting customer demands and market trends Enhance brand reputation and financial impact by sustaining customer satisfaction and facilitating bank financing through strong tenant relationships Our Strategies and Action Plans Offer an industry-leading three-year warranty to first-hand purchasers of newly sold developments, and ensure product safety and quality through a strict internal control system Engage with various stakeholders via customer satisfaction survey and loyalty programmes Invest in innovative technology to enhance customer experiences and service quality Metrics and Targets Improve satisfaction rates and targets in the annual customer satisfaction survey Increase members in The Point, SHKP Club and Go Royal Our Performance in FY2024/25 ~ 98% of our customers rated us ‘Good’ or ‘Excellent’ in the annual customer satisfaction survey >3.5 million members joined The Point, SHKP Club and Go Royal Relevant Material Topics Customer Engagement, Satisfaction and Responsibility Product Safety and Quality Relevant SDGs