CUSTOMERS (RESIDENTS, TENANTS, GUESTS AND VISITORS) Yanlord remains committed to maintaining the highest standards in products and services delivered to its customers and conducts regular satisfaction surveys and leverages its integrated customer and call centres to proactively gather feedback from its customers. In FY 2024, Yanlord conducted various activities, such as pre-launch media and customer galas, show suite pre-viewing events, to engage customers across the different markets in which Yanlord operates. The Group provides multiple channels for receiving customer feedback, including, but not limited to, Customer Relationship Management (“CRM”) data platform, customer service hotline and third-party partner platform rating and feedback mechanisms. All feedback received is systematically collected for timely review and follow up to continuously improve service levels. Each business unit continues to monitor customer satisfaction, and in FY 2024, customer satisfaction levels for sales services, property services and hotel services remained above the industry average. LOCAL COMMUNITIES Yanlord operates and grows in a socially responsible manner through efficient use and allocation of resources, with universal design for its properties that maximises the spaces for a safe and healthy lifestyle. Yanlord actively engages in various Corporate Social Responsibility (“CSR”) initiatives, including collaborations with charities and non-governmental organisations for community developments. Philanthropic donations, in monetary and in-kinds, made to charitable organisations focused on alleviating poverty, and promoting education and health. In FY 2024, Yanlord made donations to the Jiangsu Renyi Foundation, followed through the “Road to Brightness 2.0” charity project and sponsored various community activities across Yanlord’s managed properties. MEDIA Yanlord keeps both online and offline engagement channels open and active, through annual reports, project launch functions, media or press releases, interviews, and other means, to ensure transparent and timely communication of information related to the Group such as business operations, performance and corporate updates. This information is shared with the media and made publicly available. REGULATORS Yanlord is committed to regulatory compliance and subscribes to industry update meetings, policy awareness briefings, news releases by government authorities and participates in workshops/seminars on topics related to new (including changes of) policies or measures to keep abreast of the development of rules and regulations. STAKEHOLDER ENGAGEMENT Contents Introduction Approach to Sustainability Upholding Good Governance Caring for Our Customers Empowering Our People Preserving Our Planet Creating Shared Value for Our Society GRI Content Index 11 Yanlord Land Group Limited Sustainability Report 2024
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