QUALITY OF PRODUCTS AND SERVICES PROPERTY MANAGEMENT Amid a challenging real estate environment in the PRC, Yanlord’s property management team continued to strengthen service quality by reinforcing its customer‑centric service philosophy and expanding its range of service offerings. These efforts are focused on addressing evolving client needs, enhancing service value, and identifying sustainable growth opportunities in a competitive and consolidating market. In FY 2025, the Group incorporated 15 newly completed projects developed by the Group into its property management portfolio and secured property management contracts for eight new developments. In addition to managing the Group’s newly completed and handed‑over properties, with a steadily increasing area under management, Yanlord actively grew its third‑party management portfolio to further enhance its brand visibility and presence in the external market. As at 31 December 2025, Yanlord’s Property Management operated in 26 cities and regions, with a total managed area of 30.58 million sqm and approximately 147,700 households served. Despite intensified market competition and ongoing industry consolidation, Yanlord Property Management remained firmly committed to its service philosophy of “Conscientious Service, Lifelong Care” (恒心服务，一生呵护), reinforcing its positioning as a premium service provider. The division’s service capabilities and professional standards were recognised through multiple industry awards in FY 2025, reflecting its achievements in market competitiveness, service innovation, and corporate social responsibility. To maintain a responsive and customer‑focused service approach, Yanlord actively gathers and addresses customer feedback through multiple channels, including its CRM data system and the “400” customer service hotline. Structured feedback mechanisms include welcome calls for new property owners, follow‑ups one year after delivery, and NEW PROJECTS DELIVERY EVENTS HELD IN FY 2025 Yanlord Gardens (Phase 2), Haikou 仁恒滨江园二期，海口 Suhe Century, Shanghai 晋元华庭，上海 periodic engagement with long‑term customers (two years and above) through telephone calls and surveys. In addition, an independent research agency conducted the annual customer satisfaction survey in the PRC, enabling local teams to better understand customer expectations and implement targeted service improvements. 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 29
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