Property Management Amid the challenging real estate landscape in the PRC, Yanlord’s property management team has intensified its efforts to enhance service quality by reinforcing its customer-centric philosophy, and diversifying its service offerings to meet evolving client needs and identify new growth opportunities. In FY 2024, the Group added 22 newly completed projects to its managed portfolio and secured management contracts for eight new developments. Beyond managing the Group’s newly completed and handed-over developments with a growing area under management, Yanlord’s property management team actively expanded its third-party portfolio, further strengthening its brand presence in the external market. In FY 2024, the team secured seven new full-service management contracts covering 1.27 million sqm, alongside seven sales office management assignments. Amid intense market competition and industry consolidation, Yanlord Property Management remains steadfast in its service philosophy of “Conscientious Service, Lifelong Care” （恒心服务，一生呵护）, further reinforcing its position as a premium service provider. The division’s excellence was recognised with 67 industry awards in FY 2024, acknowledging its achievements in market competitiveness, service innovation, and corporate social responsibility. To ensure a responsive and customer-centric approach, we actively collect and address feedback through multiple channels, including our CRM data system and “400” customer service hotline. Structured feedback checkpoints include check-in calls for new property owners, follow-ups one year post-delivery, and periodic engagements with long-term customers (two years and above) through phone calls and surveys. An independent research agency conducted our annual customer satisfaction survey in the PRC, enabling local teams to proactively engage with specific customer groups and tailor solutions to meet their expectations. NEW PROJECTS DELIVERY EVENTS HELD BY SHANGHAI YANLORD PROPERTY MANAGEMENT TEAM IN FY 2024 Poetic Villa, Shanghai, PRC 荟雅华庭,上海, 中国 Moonlight Court, Shanghai, PRC1 开云明月华庭, 上海, 中国 QUALITY OF PRODUCTS AND SERVICES | MANAGEMENT APPROACH | MANAGED PROPERTIES 1 Moonlight Court is a third-party project under Yanlord’s property management portfolio. 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 30 Yanlord Land Group Limited Sustainability Report 2024
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