Customers (Residents, Tenants, Guests And Visitors) Yanlord is committed to maintaining the highest standards of products and services delivered to its customers and conducts regular satisfaction surveys, leveraging its integrated customer and call centres to proactively gather feedback. The Group provides multiple channels for customers to give feedback, such as through the Customer Relationship Management data platform, the customer service hotline and third-party partner platforms where customers can rate and give feedback. All feedback is systematically collected and reviewed on a regular basis, enabling Yanlord to enhance its services. Each business unit continues to monitor customer satisfaction, and in FY 2025, customer satisfaction levels for sales services have increased significantly. STAKEHOLDER ENGAGEMENT Local Communities Yanlord operates and grows in a socially responsible manner through efficient use and allocation of resources, with universal design in its properties to maximise 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, are made to organisations focused on alleviating poverty, and promoting education and health. In FY 2025, Yanlord sponsored various community activities across its managed properties. The “Road to Brightness 2.0” charity project has continued to help more patients receive effective treatment. Media Yanlord maintains both online and offline engagement channels, including but not limited to annual reports, project launch functions, media or press releases and interviews, to ensure transparent and timely communication of information relating to the Group, such as information on business operations and performance as well as corporate and business updates, which are also made available publicly. Regulators Yanlord is committed to regulatory compliance and is subscribed to industry update meetings, policy awareness briefings, news releases by government authorities and participation in workshops/seminars on topics relating to the new (including changes of) policies or measures in order to keep abreast of new rules and regulations development. 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 YANLORD LAND GROUP LIMITED SUSTAINABILITY REPORT 2025 11
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