SHKP Sustainability Report 2024/25

ISO 27001 ISO 22301 ISO 22000 ISO 9001 ISO 19650 ISO 10002 Pursuing Excellent Property Management 51 Sun Hung Kai Properties Limited | Sustainability Report 2024/25 Our commitment to product and service quality and safety excellence is upheld through comprehensive controls and regular training. At Sanfield, we proactively identify potential risks and ensure that materials and products comply with established quality and safety standards. Material inspections are carried out under a comprehensive protocol. During construction, both internal and external registered professionals conduct inspections at critical stages to ensure compliance with recognized product safety standards. In the unlikely event of a product quality or safety issue, a dedicated investigation team is established to assess the incident and develop a corrective action plan, which is reported to senior management. For Service Quality All our property management and construction subsidiaries maintain ISO 9001 Quality Management Systems certification with annual external audits We benchmark against industry best practices and internal standards for continuous improvement in service quality We implement clear operational guidelines supported by regular staff training Customer Satisfaction and Complaint-Handling Hong Yip implements ISO 10002-certified procedures for systematic complaint categorization, root cause analysis and targeted improvements We maintain a structured review process to ensure prompt complaint acknowledgment and timely resolution in accordance with service standards Building Information Modelling Our Sanfield subsidiary EVERBIM Digital Tech Limited achieved ISO 19650 certification: Information Management using Building Information Modelling (BIM) Food Safety Management The Royal Garden achieved ISO 22000 certification for its Food Safety Management System Business Continuity ICC, under Kai Shing’s management, maintains ISO 22301-certified Business Continuity Management Systems, ensuring robust preparedness for any operational disruptions Regular risk assessments, simulation drills and process refinements for rapid threat response are conducted We maintain our commitment to zero product recalls and full regulatory compliance. During the reporting year, there were no instances of non-compliance with health and safety regulations, voluntary codes, or related penalties. Our sustained commitment to quality and innovation has garnered prestigious recognition, including Best Overall Developer in Global, Asia Pacific, China and Hong Kong categories, in winning a total of eight accolades in Real Estate Awards 2024 by Euromoney . For additional achievements, please refer to Appendix I . Our subsidiaries exemplify our customer-centric approach through adherence to international best practices and continuous service enhancements. Information Security The Group and Hong Yip secured ISO 27001 Information Security Management certification for customer data protection Hong Yip pioneered as Hong Kong’s first property management company with this certification Facility Management Kai Shing leads as Hong Kong’s first property management company with ISO 41001 certification for ICC management Hong Yip obtained ISO 41001 certification for Tsuen Wan Plaza Health and Safety We maintain premium workplace safety standards through ISO 45001-certified Occupational Health and Safety Management Systems. Regular audits and reviews for continuous system enhancement are conducted ISO 41001 ISO 45001 BIM materials, non-compliant items are returned to suppliers and replaced with approved batches. In construction, necessary repairs or rework are undertaken, particularly in cases of significant concern. External experts may be consulted for additional support during the rectification process. Sanfield’s senior management closely monitors the implementation and outcomes of corrective actions. Regular internal and external audits are conducted at the site level to ensure ongoing compliance with all relevant regulatory requirements. To prevent recurrence, documented cases—including identified issues and implemented solutions—are shared across teams via our internal knowledge-sharing platform. 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