1

Serving You with HeartServing You with HeartCorporate Social Responsibility Report 2011Corporate Social Responsibility Report 2011

2

Message from Vice Chairman and Chief ExecutiveAbout this ReportAbout UsOur CSR ApproachCSR HighlightsResponsibility to the EnvironmentResponsibility to our EmployeesResponsibility to our CustomersResponsibility to SocietyYour Feedback

P3~4P5~6P7~12P13~20P21~25P26~42P43~59P60~68P69~78P79

3

Message from Vice Chairman and Chief Executive

It is with great pleasure that I present to you the third Corporate Social Responsibility (CSR) Report of Hong Yip Service Co Ltd For 44 years of property and facilities management business we have continuously improved our services to ensure that we can always exceed the expectations of our customers and stay competitive as a leading company in the industry Our commitment and efforts have resulted in healthy business growth and recognition from our customers business partners and other stakeholders

With the expansion of our business activities and operations we have also come to realise our impact on the environment and local communities and our responsibility to manage them Furthermore being a socially responsible company with a view to sustaining our business in the long term we must integrate CSR into our business strategy CSR is much more than running a business ethically and delivering top quality services to our customers We are responsible to our employees for providing a safe and healthy work environment work-life balance rewarding careers personal development opportunities and competitive compensation and benefits We are responsible to the environment for preventing pollution making the best use of resources to minimise generation of waste and educating people about environmental protection as all these can only be achieved by the concerted efforts of related parties We are also responsible to local communities for serving as a caring neighbour investing in building a harmonious community and advocating good environmental practices

4

This Report will tell you about how we approach the CSR challenge what we have achieved so far and what we aim to achieve in the coming year I am particularly proud of our achievements in energy saving and waste collected for recycling at our managed residential estates and I would like to thank the dedication and enthusiasm of our employees and the occupants in this and other CSR initiatives For our employees we continue to create a more structured and transparent career and personal development path With the establishment of our People Development Academy in 2007 we are committed to help our people to unleash their full potential We will also continue to engage with our customers to find out about their needs and concerns as well as to educate them about living a healthy lifestyle and greening the environment We have always been actively involved in community service projects whether by sponsorship or by the contribution of our employee volunteer team The experience has been rewarding for all involved and we look forward to embarking on more life enriching projects in partnership with community and charity groups in the future

I sincerely hope you will enjoy reading ourCSR Report which is a milestone in our long but promising CSR journey Your feedback on our CSR performance and reporting is very important to us and I welcome you to write to us at hongyiphongyipcom

Ir Alkin Kwong JPVice Chairman and Chief Executive

5

About this ReportObjective and ScopeThis Report aims to inform our stakeholders about the Corporate Social Responsibility (CSR) activities and performance of Hong Yip Service Co Ltd for the calendar year 2011 The background information is provided on some of our CSR initiatives that have been in progress during 2011 This Report also covers our challenges and future objectives and targets in various CSR areas

The scope of this Report focuses on our managed properties and Head Office in Hong Kong

Approach to this ReportFirstly this Report gives an overview of who we are what we do our business philosophy and our CSR approach A summary of CSR highlights is included to showcase our key CSR achievements in 2011 The Report then gives more details on our CSR activities and performance in four main sections

bull Responsibility to the Environmentbull Responsibility to our Employeesbull Responsibility to our Customersbull Responsibility to Society

6

Stakeholder Engagement

We have limited the stakeholder engagement for our CSR Report to include the most important asset of our Company - our employees Their participation has been invaluable to the development of this Report We have a diverse list of stakeholders including our customers contractorssuppliers business partners non-government organisations(NGOs) the local community and regulatory authorities We already engage with some of these stakeholders with regards to CSR issues eg with our customers through our customer surveys and home visits and with NGOs through our community projects

7

About Us

Hong Yip Service Company Ltd (ldquoHong Yiprdquo) is a wholly owned subsidiary of Sun Hung Kai Properties Ltd (SHKP) With over 40 years of solid property management experience we have established ourselves as one of the leading property and facilities management companies in Hong Kong As of 31st December 2011 our management portfolio consists of more than 1500 buildings with over 150000 units covering a total gross floor area of over 120 million square feet of which 43 (based on gross floor area) relates to properties developed by Sun Hung Kai Properties Group External parties such as Hong Kong Housing Authority other property developers and ownersrsquoorganisations also appoint us to manage properties on their behalf

We provide a wide range of professional services including security and IT system cleaning landscaping maintenance and repair management of car park pool and clubhouse shuttle bus service etc We also offer many value-added home convenience services to our customers including free postage stamps delivery service magazines and newspapers delivery laundry seasonal banquet offer and home cleaning Furthermore our Quality Assurance Program helps to increase the property value and upgrade the living standard and environment of our customers

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

2

Message from Vice Chairman and Chief ExecutiveAbout this ReportAbout UsOur CSR ApproachCSR HighlightsResponsibility to the EnvironmentResponsibility to our EmployeesResponsibility to our CustomersResponsibility to SocietyYour Feedback

P3~4P5~6P7~12P13~20P21~25P26~42P43~59P60~68P69~78P79

3

Message from Vice Chairman and Chief Executive

It is with great pleasure that I present to you the third Corporate Social Responsibility (CSR) Report of Hong Yip Service Co Ltd For 44 years of property and facilities management business we have continuously improved our services to ensure that we can always exceed the expectations of our customers and stay competitive as a leading company in the industry Our commitment and efforts have resulted in healthy business growth and recognition from our customers business partners and other stakeholders

With the expansion of our business activities and operations we have also come to realise our impact on the environment and local communities and our responsibility to manage them Furthermore being a socially responsible company with a view to sustaining our business in the long term we must integrate CSR into our business strategy CSR is much more than running a business ethically and delivering top quality services to our customers We are responsible to our employees for providing a safe and healthy work environment work-life balance rewarding careers personal development opportunities and competitive compensation and benefits We are responsible to the environment for preventing pollution making the best use of resources to minimise generation of waste and educating people about environmental protection as all these can only be achieved by the concerted efforts of related parties We are also responsible to local communities for serving as a caring neighbour investing in building a harmonious community and advocating good environmental practices

4

This Report will tell you about how we approach the CSR challenge what we have achieved so far and what we aim to achieve in the coming year I am particularly proud of our achievements in energy saving and waste collected for recycling at our managed residential estates and I would like to thank the dedication and enthusiasm of our employees and the occupants in this and other CSR initiatives For our employees we continue to create a more structured and transparent career and personal development path With the establishment of our People Development Academy in 2007 we are committed to help our people to unleash their full potential We will also continue to engage with our customers to find out about their needs and concerns as well as to educate them about living a healthy lifestyle and greening the environment We have always been actively involved in community service projects whether by sponsorship or by the contribution of our employee volunteer team The experience has been rewarding for all involved and we look forward to embarking on more life enriching projects in partnership with community and charity groups in the future

I sincerely hope you will enjoy reading ourCSR Report which is a milestone in our long but promising CSR journey Your feedback on our CSR performance and reporting is very important to us and I welcome you to write to us at hongyiphongyipcom

Ir Alkin Kwong JPVice Chairman and Chief Executive

5

About this ReportObjective and ScopeThis Report aims to inform our stakeholders about the Corporate Social Responsibility (CSR) activities and performance of Hong Yip Service Co Ltd for the calendar year 2011 The background information is provided on some of our CSR initiatives that have been in progress during 2011 This Report also covers our challenges and future objectives and targets in various CSR areas

The scope of this Report focuses on our managed properties and Head Office in Hong Kong

Approach to this ReportFirstly this Report gives an overview of who we are what we do our business philosophy and our CSR approach A summary of CSR highlights is included to showcase our key CSR achievements in 2011 The Report then gives more details on our CSR activities and performance in four main sections

bull Responsibility to the Environmentbull Responsibility to our Employeesbull Responsibility to our Customersbull Responsibility to Society

6

Stakeholder Engagement

We have limited the stakeholder engagement for our CSR Report to include the most important asset of our Company - our employees Their participation has been invaluable to the development of this Report We have a diverse list of stakeholders including our customers contractorssuppliers business partners non-government organisations(NGOs) the local community and regulatory authorities We already engage with some of these stakeholders with regards to CSR issues eg with our customers through our customer surveys and home visits and with NGOs through our community projects

7

About Us

Hong Yip Service Company Ltd (ldquoHong Yiprdquo) is a wholly owned subsidiary of Sun Hung Kai Properties Ltd (SHKP) With over 40 years of solid property management experience we have established ourselves as one of the leading property and facilities management companies in Hong Kong As of 31st December 2011 our management portfolio consists of more than 1500 buildings with over 150000 units covering a total gross floor area of over 120 million square feet of which 43 (based on gross floor area) relates to properties developed by Sun Hung Kai Properties Group External parties such as Hong Kong Housing Authority other property developers and ownersrsquoorganisations also appoint us to manage properties on their behalf

We provide a wide range of professional services including security and IT system cleaning landscaping maintenance and repair management of car park pool and clubhouse shuttle bus service etc We also offer many value-added home convenience services to our customers including free postage stamps delivery service magazines and newspapers delivery laundry seasonal banquet offer and home cleaning Furthermore our Quality Assurance Program helps to increase the property value and upgrade the living standard and environment of our customers

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

3

Message from Vice Chairman and Chief Executive

It is with great pleasure that I present to you the third Corporate Social Responsibility (CSR) Report of Hong Yip Service Co Ltd For 44 years of property and facilities management business we have continuously improved our services to ensure that we can always exceed the expectations of our customers and stay competitive as a leading company in the industry Our commitment and efforts have resulted in healthy business growth and recognition from our customers business partners and other stakeholders

With the expansion of our business activities and operations we have also come to realise our impact on the environment and local communities and our responsibility to manage them Furthermore being a socially responsible company with a view to sustaining our business in the long term we must integrate CSR into our business strategy CSR is much more than running a business ethically and delivering top quality services to our customers We are responsible to our employees for providing a safe and healthy work environment work-life balance rewarding careers personal development opportunities and competitive compensation and benefits We are responsible to the environment for preventing pollution making the best use of resources to minimise generation of waste and educating people about environmental protection as all these can only be achieved by the concerted efforts of related parties We are also responsible to local communities for serving as a caring neighbour investing in building a harmonious community and advocating good environmental practices

4

This Report will tell you about how we approach the CSR challenge what we have achieved so far and what we aim to achieve in the coming year I am particularly proud of our achievements in energy saving and waste collected for recycling at our managed residential estates and I would like to thank the dedication and enthusiasm of our employees and the occupants in this and other CSR initiatives For our employees we continue to create a more structured and transparent career and personal development path With the establishment of our People Development Academy in 2007 we are committed to help our people to unleash their full potential We will also continue to engage with our customers to find out about their needs and concerns as well as to educate them about living a healthy lifestyle and greening the environment We have always been actively involved in community service projects whether by sponsorship or by the contribution of our employee volunteer team The experience has been rewarding for all involved and we look forward to embarking on more life enriching projects in partnership with community and charity groups in the future

I sincerely hope you will enjoy reading ourCSR Report which is a milestone in our long but promising CSR journey Your feedback on our CSR performance and reporting is very important to us and I welcome you to write to us at hongyiphongyipcom

Ir Alkin Kwong JPVice Chairman and Chief Executive

5

About this ReportObjective and ScopeThis Report aims to inform our stakeholders about the Corporate Social Responsibility (CSR) activities and performance of Hong Yip Service Co Ltd for the calendar year 2011 The background information is provided on some of our CSR initiatives that have been in progress during 2011 This Report also covers our challenges and future objectives and targets in various CSR areas

The scope of this Report focuses on our managed properties and Head Office in Hong Kong

Approach to this ReportFirstly this Report gives an overview of who we are what we do our business philosophy and our CSR approach A summary of CSR highlights is included to showcase our key CSR achievements in 2011 The Report then gives more details on our CSR activities and performance in four main sections

bull Responsibility to the Environmentbull Responsibility to our Employeesbull Responsibility to our Customersbull Responsibility to Society

6

Stakeholder Engagement

We have limited the stakeholder engagement for our CSR Report to include the most important asset of our Company - our employees Their participation has been invaluable to the development of this Report We have a diverse list of stakeholders including our customers contractorssuppliers business partners non-government organisations(NGOs) the local community and regulatory authorities We already engage with some of these stakeholders with regards to CSR issues eg with our customers through our customer surveys and home visits and with NGOs through our community projects

7

About Us

Hong Yip Service Company Ltd (ldquoHong Yiprdquo) is a wholly owned subsidiary of Sun Hung Kai Properties Ltd (SHKP) With over 40 years of solid property management experience we have established ourselves as one of the leading property and facilities management companies in Hong Kong As of 31st December 2011 our management portfolio consists of more than 1500 buildings with over 150000 units covering a total gross floor area of over 120 million square feet of which 43 (based on gross floor area) relates to properties developed by Sun Hung Kai Properties Group External parties such as Hong Kong Housing Authority other property developers and ownersrsquoorganisations also appoint us to manage properties on their behalf

We provide a wide range of professional services including security and IT system cleaning landscaping maintenance and repair management of car park pool and clubhouse shuttle bus service etc We also offer many value-added home convenience services to our customers including free postage stamps delivery service magazines and newspapers delivery laundry seasonal banquet offer and home cleaning Furthermore our Quality Assurance Program helps to increase the property value and upgrade the living standard and environment of our customers

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

4

This Report will tell you about how we approach the CSR challenge what we have achieved so far and what we aim to achieve in the coming year I am particularly proud of our achievements in energy saving and waste collected for recycling at our managed residential estates and I would like to thank the dedication and enthusiasm of our employees and the occupants in this and other CSR initiatives For our employees we continue to create a more structured and transparent career and personal development path With the establishment of our People Development Academy in 2007 we are committed to help our people to unleash their full potential We will also continue to engage with our customers to find out about their needs and concerns as well as to educate them about living a healthy lifestyle and greening the environment We have always been actively involved in community service projects whether by sponsorship or by the contribution of our employee volunteer team The experience has been rewarding for all involved and we look forward to embarking on more life enriching projects in partnership with community and charity groups in the future

I sincerely hope you will enjoy reading ourCSR Report which is a milestone in our long but promising CSR journey Your feedback on our CSR performance and reporting is very important to us and I welcome you to write to us at hongyiphongyipcom

Ir Alkin Kwong JPVice Chairman and Chief Executive

5

About this ReportObjective and ScopeThis Report aims to inform our stakeholders about the Corporate Social Responsibility (CSR) activities and performance of Hong Yip Service Co Ltd for the calendar year 2011 The background information is provided on some of our CSR initiatives that have been in progress during 2011 This Report also covers our challenges and future objectives and targets in various CSR areas

The scope of this Report focuses on our managed properties and Head Office in Hong Kong

Approach to this ReportFirstly this Report gives an overview of who we are what we do our business philosophy and our CSR approach A summary of CSR highlights is included to showcase our key CSR achievements in 2011 The Report then gives more details on our CSR activities and performance in four main sections

bull Responsibility to the Environmentbull Responsibility to our Employeesbull Responsibility to our Customersbull Responsibility to Society

6

Stakeholder Engagement

We have limited the stakeholder engagement for our CSR Report to include the most important asset of our Company - our employees Their participation has been invaluable to the development of this Report We have a diverse list of stakeholders including our customers contractorssuppliers business partners non-government organisations(NGOs) the local community and regulatory authorities We already engage with some of these stakeholders with regards to CSR issues eg with our customers through our customer surveys and home visits and with NGOs through our community projects

7

About Us

Hong Yip Service Company Ltd (ldquoHong Yiprdquo) is a wholly owned subsidiary of Sun Hung Kai Properties Ltd (SHKP) With over 40 years of solid property management experience we have established ourselves as one of the leading property and facilities management companies in Hong Kong As of 31st December 2011 our management portfolio consists of more than 1500 buildings with over 150000 units covering a total gross floor area of over 120 million square feet of which 43 (based on gross floor area) relates to properties developed by Sun Hung Kai Properties Group External parties such as Hong Kong Housing Authority other property developers and ownersrsquoorganisations also appoint us to manage properties on their behalf

We provide a wide range of professional services including security and IT system cleaning landscaping maintenance and repair management of car park pool and clubhouse shuttle bus service etc We also offer many value-added home convenience services to our customers including free postage stamps delivery service magazines and newspapers delivery laundry seasonal banquet offer and home cleaning Furthermore our Quality Assurance Program helps to increase the property value and upgrade the living standard and environment of our customers

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

5

About this ReportObjective and ScopeThis Report aims to inform our stakeholders about the Corporate Social Responsibility (CSR) activities and performance of Hong Yip Service Co Ltd for the calendar year 2011 The background information is provided on some of our CSR initiatives that have been in progress during 2011 This Report also covers our challenges and future objectives and targets in various CSR areas

The scope of this Report focuses on our managed properties and Head Office in Hong Kong

Approach to this ReportFirstly this Report gives an overview of who we are what we do our business philosophy and our CSR approach A summary of CSR highlights is included to showcase our key CSR achievements in 2011 The Report then gives more details on our CSR activities and performance in four main sections

bull Responsibility to the Environmentbull Responsibility to our Employeesbull Responsibility to our Customersbull Responsibility to Society

6

Stakeholder Engagement

We have limited the stakeholder engagement for our CSR Report to include the most important asset of our Company - our employees Their participation has been invaluable to the development of this Report We have a diverse list of stakeholders including our customers contractorssuppliers business partners non-government organisations(NGOs) the local community and regulatory authorities We already engage with some of these stakeholders with regards to CSR issues eg with our customers through our customer surveys and home visits and with NGOs through our community projects

7

About Us

Hong Yip Service Company Ltd (ldquoHong Yiprdquo) is a wholly owned subsidiary of Sun Hung Kai Properties Ltd (SHKP) With over 40 years of solid property management experience we have established ourselves as one of the leading property and facilities management companies in Hong Kong As of 31st December 2011 our management portfolio consists of more than 1500 buildings with over 150000 units covering a total gross floor area of over 120 million square feet of which 43 (based on gross floor area) relates to properties developed by Sun Hung Kai Properties Group External parties such as Hong Kong Housing Authority other property developers and ownersrsquoorganisations also appoint us to manage properties on their behalf

We provide a wide range of professional services including security and IT system cleaning landscaping maintenance and repair management of car park pool and clubhouse shuttle bus service etc We also offer many value-added home convenience services to our customers including free postage stamps delivery service magazines and newspapers delivery laundry seasonal banquet offer and home cleaning Furthermore our Quality Assurance Program helps to increase the property value and upgrade the living standard and environment of our customers

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

6

Stakeholder Engagement

We have limited the stakeholder engagement for our CSR Report to include the most important asset of our Company - our employees Their participation has been invaluable to the development of this Report We have a diverse list of stakeholders including our customers contractorssuppliers business partners non-government organisations(NGOs) the local community and regulatory authorities We already engage with some of these stakeholders with regards to CSR issues eg with our customers through our customer surveys and home visits and with NGOs through our community projects

7

About Us

Hong Yip Service Company Ltd (ldquoHong Yiprdquo) is a wholly owned subsidiary of Sun Hung Kai Properties Ltd (SHKP) With over 40 years of solid property management experience we have established ourselves as one of the leading property and facilities management companies in Hong Kong As of 31st December 2011 our management portfolio consists of more than 1500 buildings with over 150000 units covering a total gross floor area of over 120 million square feet of which 43 (based on gross floor area) relates to properties developed by Sun Hung Kai Properties Group External parties such as Hong Kong Housing Authority other property developers and ownersrsquoorganisations also appoint us to manage properties on their behalf

We provide a wide range of professional services including security and IT system cleaning landscaping maintenance and repair management of car park pool and clubhouse shuttle bus service etc We also offer many value-added home convenience services to our customers including free postage stamps delivery service magazines and newspapers delivery laundry seasonal banquet offer and home cleaning Furthermore our Quality Assurance Program helps to increase the property value and upgrade the living standard and environment of our customers

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

7

About Us

Hong Yip Service Company Ltd (ldquoHong Yiprdquo) is a wholly owned subsidiary of Sun Hung Kai Properties Ltd (SHKP) With over 40 years of solid property management experience we have established ourselves as one of the leading property and facilities management companies in Hong Kong As of 31st December 2011 our management portfolio consists of more than 1500 buildings with over 150000 units covering a total gross floor area of over 120 million square feet of which 43 (based on gross floor area) relates to properties developed by Sun Hung Kai Properties Group External parties such as Hong Kong Housing Authority other property developers and ownersrsquoorganisations also appoint us to manage properties on their behalf

We provide a wide range of professional services including security and IT system cleaning landscaping maintenance and repair management of car park pool and clubhouse shuttle bus service etc We also offer many value-added home convenience services to our customers including free postage stamps delivery service magazines and newspapers delivery laundry seasonal banquet offer and home cleaning Furthermore our Quality Assurance Program helps to increase the property value and upgrade the living standard and environment of our customers

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

8

For up to date information on our portfolio visit our website httpwwwhongyipcomengindexhtm

Classification of Hong Yips management portfolio in December 2011(based on gross floor area)

694

25

2

ResidentialCommercialIndustrialRecreational Facilities

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

9

Our Mission

To deliver premium management services with supreme courtesy and to the highest standard

Our Values

Customer focus Striving for unrivalled service quality

Optimal value-for-money

Our VisionTo become Hong Kongrsquos finest specialist property and facilities management company by creating ideal homes

The main lsquoService Excellencersquo requirements of our employees areProactive Smiling Friendly Greetings Grooming

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

10

Quality PolicyWe will deliver premier services with ultimatecourtesy and manage every property to the highest quality standards

Occupational Safety and Health PolicyWe will comply with occupational safety and health legislations to ensure the safety and health of our employees and related parties

Environmental PolicyWe will comply with environmental legislations andsupport the government in its pursuance of environmental protection in order tobull Prevent pollutionbull Minimise generation of waste andbull Make the best use of resources

Complaint Management PolicyTo track to follow up and to handle every complaintwith heart in order to exceed customer satisfaction

Our Commitment

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

11

We communicate our objectives strategies core values and performance expectations to all employees by

bull Conducting Annual Strategic Planning Meetings chaired by the Executive Director and attended by Senior Managers

bull Distributing the Quality Occupational Safety amp Health and Environmental Policies Cards and Service Excellence Guidelines to all employees

bull Providing induction training courses to new employeesbull Conveying the objectives and strategic and implementation plans in Head

Office Executive Meetings Area Meetings and Site Meetings attended by Senior and Area Managers and Building Supervisors

bull Encouraging open communication to all levels of the Company by distributing messages through email intranet etc

A handy pocket sized card distributed to all employees with a message on the Companyrsquos commitment and policies from Alkin Kwong Vice Chairman and Chief Executive

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

12

Organisational StructureHong Yiprsquos corporate departments include Building amp Facilities Management Technical Services Information Technology Contracts Community amp Public Relations Human Resources amp Administration Finance amp Accounts and Internal Audit The Building amp Facilities Management Department is divided into six different regions covering our managed properties on Hong Kong Island Kowloon and New Territories and also our investment properties

Senior Management

ContractsBuilding amp Facilities

Management

Technical Services

Finance amp Accounts

Human Resources amp

Admin

Internal Audit

Hong Kong Island

New Territories (I)

Kowloon New Territories (II)

Investment Properties

New Territories (III)

Community amp Public Relations

Information Technology

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

13

Our CSR Approach

Quality Service ISO 90012008 certified for all the properties under our management

Occupational Safety and Health OHSAS 180012007 certified for four properties under our management

Environmental Management ISO 140012004 certified for Head Office and four properties under our management

Complaint Management ISO 100022004 certified for Head Office and five properties under our management

We strongly believe that we have a corporate responsibility and ability to simultaneously pursue economic prosperity environmental conservation and social equity As a property and facilities management company our business operations and activities are very much customer-focused Therefore we have included a lsquoResponsibility to our Customersrsquo section to demonstrate our commitment and efforts in creating an ideal livingworking environment for our customers

Information Security Management SystemISO 270012005 certified for Head Office

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

14

Management Leadership

Hong Yiprsquos Vice Chairman and Chief Executive Ir Alkin Kwong leads the Company by formulating policies that set out our business development directions and ensuring that our objectives and targets in Quality Occupational Safety amp Health Environmental and Complaint Management are met He produces the Annual Strategic Plan each year which reviews past performance and details future objectives and targets for the Company

Managing Director Mr Mok Chi Hung is the management representative of the Vice Chairman and Chief Executive and is responsible for overseeing and coordinating the operations of each department to ensure that our property management services are delivered cohesively and effectively He also ensures employeesrsquo awareness in occupational safety and health and the adequate provision of safety training and equipment

There are two Executive Directors Mr Edmund Kwok and Mr Wong Kei On who are responsible for ensuring the effective operation and continuous improvement of the overall property management system of Hong Yip In particular they focus on the compliance of the integrated management system with the international standards of ISO 9001 OHSAS 18001 ISO 14001 ISO 10002 and ISO27001 and render guidance on general management issues They also lead our New Project Team which offers expert advice on property management requirements and services when the property is in the design planning and construction stages with a view to provide a quality living standard and an ideal living environment for our customers Handover inspections are professionally conducted to ensure that services exceeding our customersrsquo expectations are provided upon occupancy

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

15

Code of Ethics and Business Conduct

To promote clear understanding of local regulations relating to ethical practices and to ensure strict adherence to ethical behaviour by our employees in daily operations a set of Guidelines on Business Ethics based on local regulations and company requirements are distributed to our employees Detailed explanation of the regulations is provided during employee induction and formal training courses Our Employee Handbook also details employeesrsquo responsibility to attain the highest ethical standards in their daily business dealings and in the working environment In our purchasing activities we have written procedures in place to ensure proper monitoring and execution of quotation and tendering processes in accordance with good business ethics These measures are vital in providing a level-playing field for business activities and fostering a high level of trust among employees subcontractors suppliers and customers alike

Internal Audit

Our Internal Audit department consists of over ten employees and their role is to evaluate monitor and improve the effectiveness of the controls and processes across the Company They perform financial review and operational review on issues including complaint management customer satisfaction food and hygiene standards and cleaning services They are also responsible for carrying out environmental and safety audits on Hong Yiprsquos operations The Internal Audit department reports directly to the Chairman

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

16

Environmental and Safety Management

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

17

Internal Committees

Our Green Committee and Safety Committee are responsible for the continuous identification evaluation and management of significant environmental and safety issues associated with Hong Yiprsquos operations Each of the six regions and the Head Office are represented by the Committee members

The Green Committee focuses on implementing measures and activities to our staff and throughout our managed properties In addition the committee strives to upgrade the environmental performance of our Head Office and four properties under our management New Tech Plaza Wonderland Villas The Parcville and Beneville all of which have achieved ISO 14001 certification The Committee members meet at least four times a year to establish environmental objectives and targets for the properties formulate and implement environmental programmes collect environmental data for monitoring and evaluation and make suggestions for continuous improvement The Committee is also a driving force for environmental education across the Company and promoting source separation of waste as well as carbon emissions at our managed properties Whilst the Green Committee focuses on the operational performance of the ISO 14001 certified properties the Environmental Strategy Committee chaired by our Vice Chairman and Chief Executive aims to drive the environmental agenda throughout all of Hong Yiprsquos operations and reports directly to SHKP

The Safety Committee meets regularly to discuss various issues including the safety risks of work procedures and the necessary measures to mitigate them the effectiveness of these measures accidents occurrence and prevention and promotional activities for work safety We have appointed a Safety Officer and an Environmental Officer who report directly to the Executive Director Mr Edmund Kwok

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

18

Green Procurement Guidelines

We have a set of Green Procurement Guidelines that supports the use of environmentally-friendly products and services in order to conserve natural resources reduce waste and protect the environment There are four main elements to consider when choosing productsservices

bull Avoidance of use of harmful substances during productionbull Application of the lsquo3Rsrsquo of waste management Reduce Reuse Recyclebull Energy efficiency of the productservicebull Compliance of the productservice with environmental legislation

Our Green Procurement Guidelines cover many different products and services including wood paper and pulp products stationery plastic bags detergents furniture electrical appliances printing services lighting systems and buildings repair and maintenance services We endeavour to apply the Guidelines as much as possible during our procurement process while considering practicality and economic factors

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

19

Environmental and Safety Requirements for Contractors

When contractors wish to apply for inclusion in Hong Yiprsquos approved vendors list they have to acknowledge and sign Hong Yiprsquos Company Policy on lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo These include compliance with legal requirements effective management of resource use waste and wastewater use of recycled materials proper handling of hazardous substances provision of Personal Protective Equipment (PPE) and safety procedures etc To maintain a high level of performance of our contractors we carry out annual performance assessments on the approved vendors based on the lsquoEnvironmental protection requirementsrsquo and lsquoOccupational safety and health requirementsrsquo In Hong Yiprsquos standard tender document specific clauses for lsquoEnvironmental protection responsibilitiesrsquo and lsquoSafety precautionsrsquo are stipulated in the general terms and conditions The contractors should ensure that their works are carried out in compliance with those clauses and requirements

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

20

Did you know

Every year we organise a lsquoBest Contractor Competitionrsquo to give recognition to contractors who demonstrate their commitment to the pursuit of service excellence Since 2008 we decided to further encourage contractors to improve their environmental health and safety performance by introducing the Environmental Excellence Award and Health and Safety Excellence Award Applicants are evaluatedbased on their contractual performance on the following five categories

bull Constructionservice qualitybull Emergency responsebull Follow-up servicesbull Health and safety performancebull Environmental protection

A total of 51companies (including seven of our associate companies) entered the competition in 2011

Winners of the Environmental Excellence Award were Trustful Engineering amp Construction Co Ltd T-Power Engineering Limited and Winson Cleaning Service Company LimitedWinners of the Health and Safety Excellence Award were Lik On Security Limited Kone Elevator (HK) Ltd and Clare Environmental Services Ltd

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

21

5 CSR HighlightsBelow are highlights of our CSR achievements in 2011

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

22

CSR Highlights

Responsibility to the Environment

bull Our energy saving programmes saved over Twenty Threemillion kWh of electricity since 2003 which is equivalent to over Sixteen Thousan tonnes of CO2e emission reduction

bull Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape Award ndash Private Development (organised by Leisure amp Cultural Services Dept)

bull Obtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquoAchieved a

bull 83 recycling rate at our managed residential estates and 65 at our managed commercial amp industrial (CampI) buildings (organised by Environmental Campaign Committee)

bull Eight Special Awards Two Diamond Awards Three Gold Awards Six Silver Awards 22 Bronze Awards and 95 Certificates of Merits were received in the lsquoSource Separation of Domestic WastersquoCompetition (organised by EPD)

bull Acquired Merit Award in the 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector)

bull 116 individual buildings acquired Quality Water Recognition Scheme for Buildings Certificates (organsied by Water Supplies Dept)

bull In IAQ Certification acquired 8 Excellent Class 17 Good Class bull Hong Kong Green Awards 2010 - Green Office Management

Award organised by Green Council

Below are highlights of our CSR achievements in 2011

For more details on the awards and recognitions received by Hong Yip please go to 26-42

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

23

Responsibility to our Employees

Continued to run our Mentorship Programme and Talent Development Programme in order to provide the required professional and personal development for our employees

Over 16000 attendees participated our comprehensive and multi-disciplinary training

Based on the advice of our Health and Safety Committee a number of employee benefit programmes were introduced to give due care to the occupational health of our employees These programmes included free flu vaccination to all office staff and company-arranged preferential scheme for staff and their dependents on flu vaccination health check and dental treatment

In order to arouse the awareness of occupational health and safety matters to our customers we participated actively into the ldquoSafe amp Health Estate Accreditation Schemerdquo which was organized by the Occupational Safety and Health Council The result was very encouraging Manhattan Hill Woodland Crest amp Park Central (Residential) achieved Excellent Performance while Tak Tin Estate granted Outstanding Performance

For more details on the awards and recognitions received by Hong Yip please go to43-59

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

24

Responsibility to our Customers

bull Continued with our Quality Assurance Program to upkeep and upgrade the hardware of our managed properties As a result 256 properties have passed the assessment in the 2nd phase of QAP Program As a whole 823 of our managed portfolio accomplished the renovations in phase II

bull In the 2010 independent customer survey of Hong Yiprsquos property management services 95 response of being satisfied or strongly satisfied

bull The clubhouses at our managed residential estates Manhattan Hill Peak One Harbour Place and Nobel Hill were recommended to be awarded with the HKQAA Certification of Hygiene Control System

For more details on the awards and recognitions received by Hong Yip please go to 60-68

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

25

Responsibility to Society

For more details on the awards and recognitions received by Hong Yip please go to 69-78

bull 700 employees participated in our corporate volunteer service contributing over nearly 10000 service hours outside of work

bull 152 employees received individual recognition and twenty-one volunteer teams received certifications from Social Welfare Department for their service hours

bull Residents from 19 of our managed residential estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo from the Social Welfare Department In addition five estates were awarded the lsquoLeading Caring Estatersquo logo

bull A total of 43000 used books were collected for World Vision to benefit underprivileged students in Mainland China

bull Received the ERB Excellence Award for Employers in the 3rd and 4th session of the ERB Manpower Development Scheme (organised by the Employees Retraining Board)

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

26

Responsibility to the Environment

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

27

Energy Management

Through the success of our energy saving programmes we have made accumulated electricity saving of over Twenty Three million kWh since 2003 which is equivalent to over Sixteen Thousand tonnesof CO2e emission reduction

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

28

110

115

120

125

130

135

140

145

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

Consumption(MWh)

Total Electricity Consumption of Hong Yiprsquos Managed Properties

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

29

Note that this figure shows the indirect CO2e emission from electricity consumption based on the 2003 portfolio and includes public areas and facilities of our managed properties only (excludes Head Office) CO2e emission = electricity consumption (kWh) x emission factor (kg CO2e kWh) An emission factor of 07 kg CO2e kWh is used based on the lsquoGuidelines to Account for and Report on Greenhouse Gas Emissions and Removals for Buildings (Commercial Residential or Institutional Purposes) in Hong Kongrsquo published by the Environmental Protection Department and the Electrical and Mechanical Services Department in July 2008

Total CO2e Emission of Hong Yips Managed Properties

750

800

850

900

950

1000

2003 2004 2005 2006 2007 2008 2009 2010 2011

Year

CO2e (kilo-Ton)

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

30

Energy Saving Taskforce

Our Energy Saving Taskforce was established in 2002 to monitor energy usage at our managed properties and also to manage and achieve our energy saving target Our aim is to protect the environment as well as bring benefits to the occupants such as reduced electricity costs and a more comfortable living environment The objectives of the Taskforce include the following

bull Perform energy saving audits to identify any Energy Management Opportunities (EMOs)

bull Organise energy saving training to frontline employeesbull Review and implement Hong Yiprsquos energy saving policy bull Carry out research and development in energy saving products available on

the marketbull Update on the latest legal and technical issues on energy saving

Energy Saving Policy

In order to control energy consumption our Energy Saving Policy focuses on establishing energy saving processes in five main areas energy audit operational planning of the building services system energy saving programme implementation and communication investment in energy saving and promotion to the public Energy saving products including VVVF drive for lift systems variable frequency drive for fresh water pumps and energy saving lighting systems are to be considered

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

31

Hong Yip achieved 15 Awards including 4 Gold Awards in the Best Landscape Award for Private Property Development 2010

The Best Landscape Award for Private Property Development 2010 Award aims to sustain the betterment of the living environment in private property and to promote excellence in greening by outstanding landscape design and horticultural maintenanceHong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to recognize its determination to greener commitment Hong Yiprsquos strong team attains the horticultural maintenance in the highest standards to fulfill customersrsquo need

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

32

Carbon Audit

Hong Yip emphasizes on carbon reduction For example photo-voltaic cells and a windmill installed in the Parcville to utilize natural resource Other implementations under our management portfolio include control lift operation during non-peak hours keep air-conditioned at proper temperature in public area install timer to switch onoff central air-conditioning replace to T5 and install sensor of lighting in common area to further reduce carbon emission

Carbon ldquoLessrdquo Certificate by Environmental Campaign CommitteeObtained ldquo99 Environmental Labelsrdquo in which included 59 Carbon ldquoLessrdquo Certificates and ldquoThe Most Carbon ldquoLessrdquo Certificates attained in the 4th Batch of 2010rdquo

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

33

Waste Management

In 2011 over 9310 tonnes of waste from our managed residential estates was sorted for recycling achieving a 91 recycling rate At our managed CampI buildings over 2307 tonnes of waste was sorted for recycling which is equivalent to a 68 recycling rate

As a property management company we have the responsibility to encourage and facilitate waste reduction recycling and reuse because the growth of municipal solid waste from households industry and commercial operations is putting enormous pressure on the landfills in Hong Kong By providing effective waste management facilities and activities we hope to raise awareness of the importance of environmental protection enhance the recycling outcome and create a clean and healthy living environment for occupants At one of our managed residential estates La Costa we have upgraded the design and durability of the domestic waste collection facilities to help maximise source separation

Plastic recycling bins changed to metallic ones which are neater and more durable

Tailor-made domestic waste collection boxes at back stairway of each floor to maximise capacity and improve cleanliness

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

34

In 201011 130 of our managed estates acquired commendation in the lsquoSource Separation of Domestic Wastersquo Competition organised by the Environmental Protection Department (EPD) with 4 Special Awards 2 Diamond Awards 1 Gold Award 3 Bronze Awards 19 Bronze Awards and 69 Certificates of Merits received

Among them Welland Building The Parcville Shatin Garden Po Fai Building and TsuenKam Centre received ldquoAward for Enhancementrdquo while The Parcville and Park Central received ldquoAward for Promotionrdquo In addition over hundreds of our CampI buildings registered for the lsquoSource Separation of Commercial and Industrial Waste Programmersquo We strive to participate and enhance the recycling outcome as a result we put in a great deal of effort to establish an organised system for handing waste

For example at New Tech Plaza we provide stacked recycling bins on each floor to collect common recyclable items and arrange for bulky items to be collected promptly and effectively at designated areas The collected waste is taken to recyclers and reusable items such as clothes and garments will be donated to charities In addition we organise thematic recycling schemes at our managed CampI buildings on an annual basis to collect special or seasonal items such as books clothes mooncake boxes etc

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

35

This figure shows that waste paper is the most common type of waste collected for recycling at both residential and CampI buildings

0

1000

2000

3000

4000

5000

6000

7000

8000

Was

teUse

d clo

thes

Plastic

sAlum

inum

Metal

Batteri

es

Domestic waste (tonnes)

CampI waste (tonnes)

Waste collected for recycling analysed by type（2011）

Cartrid

ges amp

CDs

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

36

Indoor Air Quality

Indoor air quality (IAQ) affects the health and comfort of occupants We have an IAQ Management Programme which involves benchmarking the IAQ management practices of Hong Yip There are also internal guidelines for IAQ improvement in offices public places and confined space where a ventilation system is installed In 2011 our Head Office at World Tech Centre Manhattan Hill Noble Hill and the clubhouses of Baycrest Forest Hill and La Costa were certified with IAQ Excellent Class Two commercial buildings Sun Hung Kai Centre and Grand City Plaza were also certified with IAQ Excellent Class In addition 17 buildings received IAQ Good Class under Hong Yip management They are Harbour Place Bedford 28 Beacon Heights 8 Waterloo Road Scenic View Billion Trade Centre New Tech Plaza Stelux House International Trade Centre Ginza Plaza Tsuen Wan Plaza Tsuen Kam Centre Oscar by the Sea Park Central (SA) Prima Villa Woodland Crest and The Parcville

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

37

ldquoQuality Water Recognition Scheme for Buildingsrdquo ndash Water Supplies DepartmentHong Yip fully supports the Water Supplies Departmentrsquos Quality Water Recognition Scheme for Buildings since its launch in 2002 To ensure that our residents can enjoy good quality of water at the taps Hong Yip strives to maintain plumbing systems of our managed properties properly In 2011 116 buildings acquired certificates including 29 Gold Certificates 8 Silver Certificates amp 82 Blue Certificates

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

38

Judging Criteria of the Green Office Management Award is in the followings

bull Corporate Commitment and Leadership to the Establishment of Green Office Management bull Environmental Achievement on Energy Conservation Water Conservation Waste Management Indoor Air Quality Carbon Emission and Green Purchasing bull Environmental Training and Promotion

Green CouncilndashHong Kong Green Awards 2010

The Hong Kong Green Awards 2010 (HKGA 2010) is organized by Green Council with an aim to encourage corporations in Hong Kong to include environmental considerations in their operational and management processes and present themselves as corporations that having high environment consciousness and social caring The Hong Kong Green Awards 2010 is a golden opportunity to demonstrate social responsibilities of corporations contributing to the greening of our city throughout the years

Hong Yip won the Gold Award in the Green Office Management Award to recognize its remarkable achievement on implementing environmental management in offices

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

39

Water ConservationPlant Irrigation System at Fung Tak EstateMaking use of the natural water flow from the retaining wall and slopes near Fung Tak Estate we have set up a simple but effective irrigation system that reuses the natural water for irrigating plants within the estate The water is first collected in a water tank leading to a pressure pump and a water flow and diversion control system which is used to activate the water sprinklers

Rainwater Recycling System at The ParcvilleFor the purpose of reducing water consumption an underground rainwater storage tank was installed at The Parcville Rainwater and overflow from nearby rivers during heavy rain is collected via surface channels to the 800 m3 storage tank The water is treated by a filtration system and delivered for irrigating plants and washing open areas within the estate This rainwater recycling system also helps to delay and reduce the risk of flooding

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

40

lsquoGreenrsquo car parkAn innovative environmental design was implemented at The Parcville car park which uses roof openings to increase the use of natural light and improve air flow and quality in the car park As a result operation of the ventilation system is reduced which conserves energy Trees are planted at each of the openings to bring environmental and aesthetic benefits In the 2008 amp 2010 Hong Kong Awards for Environmental Excellence (Property Management Sector) The Parcville acquired Merit Award

The Green Building Concept

Our sustainable effort towards effective property management is demonstrated at the unique locality of Woodland Crest The green building concept adopted at this 190000 square feet development allows residents to enjoy the natural environment and a sense of real peace and tranquility Around the estate thousands of trees including many old trees have been conserved within beautifully landscaped gardens Inside the estate the versatile use of natural ventilation spacious and well-designed interior together with an efficient building management programme help to enhance the green living style of the estate

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

41

Environmental Performance at our Head Office

We consider the reusability of office equipment and stationery when making purchases and provide internal guidelines via memo to remind employees to save paper switch off lights and PCs etc We have been installing T5 fluorescent tubes since 2006 at the SHKC and standalone light switches for individual office units since 2007 At the World Tech Centre T5 fluorescent tubes were stalled during renovation and we executive air quality control four times a year We also have a set of vehicle management guidelines that include environmental considerations during the operation and maintenance of company vehicles

The Head Office located at the Sun Hung Kai Centre and World Tech Centre The main environmental concerns at the offices are waste management energy and resource use and air quality control Current practices include separating waste paper aluminium plastic toners cartridges and batteries for collection by our associate company Nixon Cleaning Co Ltd We launched the electronic procurement system in 2007 at the SHKC to increase workflow efficiency and promote a paperless system We also encourage contractors to use electronic means for submission of contractual documents in order to save paper and support our Environmental Policy

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

42

Environmental Performance of our Contractors

We have certain procedures in place to promote a high level of environmental and safety performance among our contractors Please refer to details under lsquoEnvironmental and Safety Managementrsquo in the lsquoOur CSR Approachrsquo section of this Report

bull Ma On Shan Tree Planting Daybull Slogan Design Competitionbull Pollution free Picnic Day

Did you knowLearning about environmental protection and taking part is fun and rewarding Our employees took part in a variety of activities including

Key challenges aheadbull More widespread implementation of energy saving initiatives to achieve our energy

saving target setbull Continue to promote source separation of waste for recycling at our managed

properties and improve our waste data collection system so that we can monitor and evaluate our waste management practices more effectively

bull Educate individual owners and Ownersrsquo Committees about the importance of good IAQ Given that the IAQ certification scheme is voluntary it is necessary to seek their acceptance for performing IAQ assessment to achieve certification and approval for the costs involved

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

43

Responsibility to our Employees

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

44

As of 31st December 2011 Hong Yip employed 6900 people of which 87 were full time employees Attracting and retaining the best talent helping our employees to reach their full potential ensuring their well-being and health and safety at work are all essential elements to the growth and sustainability of our business

Employee HandbookFollowing the issuance of a comprehensive employee handbook for operational staff 2007 the one for general staff was introduced in 2008 in order to communicate the Companyrsquos important messages such as vision mission and values It contains information on our integrated management system (IMS) employment terms and conditions employee benefits training and development and relevant legislation and Company policies that every employee should adhere to when carrying out their duties

Equal OpportunityUpon the enactment of the Race Discrimination Ordinance in 2008 we have refined our Equal Opportunity Policy to assure that any employee or applicant for employment will not be discriminated against because of not only gender pregnancy disability marital and family status age or sexual orientation but also race We will not tolerate discrimination harassment and offensive behaviour in the workplace as we believe all employees have the right to work in and also the responsibilityto create a pleasant and productive working environment

Our Principles

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

45

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

We have employed 561 re-trained employees referred by social service organizations which accounts for about 22 of the Companyrsquos new hires in 2011 We also partner with four local universities and five other tertiary institutions in offering work attachment programs (total 38 management trainees) In addition we participated PathfindingPavilion of Breakthrough (total 13 apprentices) in which students can acquire work-based learning experience to prepare for their work upon graduation

Voice it out

We encourage our employees to raise any work-related grievances and concerns they might have through various communication channels available the managers in their departments the Human Resources amp Administration Department the annual executive review meeting through their representative or directly to the Top Management including the Chairman The Internal Audit department will investigate and report on the issues raised as appropriate

Our parent company SHKP provides the lsquoHearty Hotlinersquo service to all employees of Hong Yip and its subsidiary companies including their immediate family members The 24-hour service offers professional advice and guidance to help callers deal with their personal concerns and regain their happiness

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

46

Training and DevelopmentComprehensive and Multi-disciplinary Training We always strive to empower our employees to perform their daily tasks effectively and provide training programs to cater for their personal and career development In 2011 we offered various types of training to meet individual learning and development needs For frontline employees we organised a wide range of classes such as VIP hospitality crime prevention customer service telephone courtesy emergency and complaints handling etc For office-based employees we provided two mainstream courses for different levels of employees One of them is the Supervisory Skills Training Programme which included topics like time management delegation professional presentation skills leadership skills etc Another one is the Personal Effectiveness Training Programme covering topics like teambuilding managing time effective communication etc We also offered technical training such as fire prevention firefighting electrical wiring installation and precautionary measures in winter2010-2011Statistics on employee training(for in-house training programs)

25166

1882

21

2011

22548No of attendees

1653No of sessions

23Types of training

2010

How many hours of training on average were given to Hong Yiprsquos employees in 2011Employee category Hoursemployee

2011 2010Frontline 25 25Technical 50 50Middle management upwards 51 50

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

47

Providing Mentorship

We launched the Mentorship Programme for frontline employees in March 2006 to achieve the following objectives

bull To make each of our managed properties to become an individual training centrebull To enable new employees and those requiring support to receive appropriate

mentorshipbull To drive Hong Yip to become a leader in quality management

The Programme runs in the following manner Suitable employees working at supervisory level or above are nominated as mentors They attend a full day of mentorship training before sitting for an examination which they have to pass before being qualified as mentors To ascertain the overall effectiveness of the Programme spot-checks will be performed after a month of mentoring to ensure proper training records have been kept by both the mentors and mentees and to assess the skills and knowledge of the mentees With the full support of the concerned departments and the dedication of the participants our target of matching one mentor to four employees are achieved continuously

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

48

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentor The mentorship training and the certificate received on passing the examination both motivated me to become a good mentor It is not easy to be a good mentor as a lot of patience is needed to teach the mentee how to deal with complaints and extra demands from residents Overall I have developed a deeper sense of responsibility in my daily work and gained recognition for my efforts

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

Mentee Although there was no mentor available at the estate I was working in the Area Manager took the initiative to arrange a mentor from another estate to help me settle into a new working environment My mentor taught me many new skills so that in a very short time I was able to deal with my daily tasks I was a bit nervous when I was assessed after one month into the job but it effectively showed whether my skills were up to standard I am so glad that there is a mentorship programme within Hong Yip and I have benefited enormously from it

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

49

Developing Talent

Attracting retaining and developing elites within Hong Yip and having a comprehensive succession management plan are difficult yet vital challenges that we have to deal with in the area of organisational management Therefore our Talent Development Programme aims to carefully select and develop managerial talent from within the Company to ensure leadership excellence and continuity Employees are selected according to their performance longevity zeal and managerial competence and potential

Talent Development Programme ndash progress in 2011Who are the participants From fourth-tier staff (Senior Administrative Officers) to Senior Managerial StaffHow long is the Programme About two yearsWhatrsquos involved Peter Druckerrsquos Management Program a series of e-learning programs training by external consultants submission of individual and group projects teamwork training and sharing sessionsWhatrsquos the outcome Develop personal determination stamina and commitment Improve communication leadership and decision-making skills Gain knowledge in effective team work

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

50

Qualifications Framework (QF)Being the leader in property management industry we shoulder the responsibility for further development of the professionalism in the industry and setting up the role model in this respect As caring company we continuously nurture talents and encourages staff to life-time learning Echoing with Governmentrsquos introduction of QF we submitted our internal courses for accreditation to Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) in order to help our staff to get public recognized qualifications and articulate to further learning

Internal Accredited Coursesbull 《Module Certificate in Service Excellence (Level 2)》bull 《Module Certificate in Properties Management Workplace Mentor (Level 3)》

Did you knowBeing the first and only property management company in the industry to achieveaccreditation of internal courses in the territory

Did you knowThe number of staff in our company who had successfully applied RPL under security and customer service category is the largest in the industry

bull Over 200 staff had successfully applied RPL with QF Level 3 or above

bull We assisted and sponsored our staff to become the first batch of company employee in the industry to attain RPL qualifications

Recognition of Prior Learning (RPL)

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

51

Our Training Achievement

We always provide professional training programs for our employees to improve their performance and meet business needs To strengthen the quality of Training amp Development and have our employeesrsquo efforts better recognized by the community we from time to time participate into competition on training programs organized by local reputable organizations and international association such as Excellence in Practice Award organised by American Society for Training and Development (ASTD) the Award for Excellence in Training organized by the Hong Kong Management Association (HKMA) and the contest run by Asia Pacific Customer Service Consortium

In 2009 we submitted our training program ldquoSeeding for a Green Revolutionrdquo in HKMArsquostraining competition The program had not only been awarded with the Certificate of Merit but also won the ldquoMost Innovative Awardrdquo The latter is a recognition of the uniqueness of the program which is the first of its kind in the property management industry

Did you knowASTD established in 1943 it is the worldrsquos largest association in which members come from more than 100 countries In 2010 there were 178 entrants in which 16 corporations won the Excellence in Practice Awards in different categories Hong Yip is honored to be granted the category of ldquoWorkplace Learning amp Developmentrdquo to demonstrate the launch of the ldquoHorticultural Training Programmerdquo can turn the Companyrsquos existing horticultural capability into a competitive strategy Moreover Hong Yip has attained high standing of people development in the property management industry

In 2011 Hong Yip received a ldquoWorkplace Learning and Development Excellence in Practice awardrdquo from the ASTD The award is regarded as the ldquoOscarsrdquo in the people development and training industry This reflects the international standard Hong Yip has achieved with horticulture and associated training

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

52

Developing and managing our employee talent is fundamental to our success The People Development Academy upholds lsquoProactive Dynamic Learning Experiencersquoas core values with the following objectives

bull Cultivate first class property management personnel who can contribute to the long term development of Hong Yip

bull Train up professional instructors internally to take up teaching tasks for the development of employees in various aspects

bull Be the forerunner in the industry to offer industry-recognised approved programmesin property management

bull Develop a learning organisation through the most optimum use of existing training resources

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

53

Occupational Health and Safety

Work hours lost due to accidents at work are mainly related to slip trip or fall and sprains when frontline employees are carrying out patrolling duties To address this we offer relevant safety training and find different ways to raise awareness amongst our employees

Training and AwarenessTo enhance our employeesrsquo knowledge in occupational health and safety and to ensure a healthy working environment for our employees we organise an Occupational Health and Safety Seminar annually with guest speakers from the Occupational Safety and Health Council and other government statutory and professional bodies Over 240 employees across the Company attended the seminar in 2011

We also offer a variety of training programmes related to health and safety management including

bull The health and safety responsibilities of property and facilities management

bull Managing the health and safety of our contractorsbull Guidelines on work safety including risk assessment

working at height confined space dangerous substances safety of electricity use welding procedure fire prevention manual handling personal protective equipment etc

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

54

Safety Improvements

Installation of Fall Protection SystemAt Mei Chung Court The Seacrest we introduced a horizontal lifeline system for workers to prevent fall from height while carrying out cleaning work on the roof of covered walkways building faccedilades and canopies The system installed follows the EN795 Class lsquoCrsquo standard and is entirely made of stainless steel comprising of a horizontal lifeline rope stretchers and full-body safety harness The wire rope goes through intermediate supports and workers are able to hook and unhook at any location along the horizontal lifeline

Enhancement of Safe Use of LadderFor any work carried out at a height of over two metres a safety working platform is used as first priority To provide safe access a fibre glass or aluminium ladder equipped with locked hinges is used when necessary instead of a traditional wooden ladder

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

55

Ergonomics at the Head OfficeWe carry out ergonomics assessment raise awareness and training programmes annually to help create a safe comfortable and aesthetic work environment for our employees The aim is to increase our employee productivity and performance and reduce the frequency and severity of work-related injuries The areas we assess include materials handling proper use of office equipment workstation arrangements office lighting Indoor Air Quality (IAQ) work posture and work pressure

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

56

Employee Well-Being and Fulfillment

Enriching the work life The Staff Recreation Committee was established to ensure better formulation and co-ordination of employee activities and events that geared to the needs of employees During the report period it organised a wide range of employee activities and events such as ball games holiday trips hiking swimming classes movies concerts and seminars on health and family matters with a view to enhancing interaction amongst employees from different departments and helping employees create a more balanced and enjoyable work-life In particular our lsquoRelax at One Orsquoclockrsquo event at Head Office covered many useful fun and interesting topics on health and hobbies so as to nurture our employeesrsquowell-being both within and outside of their working hours

Furthermore free lunch and fruit were provided at Head Office so that employees could enjoy a healthy meal together in the office premises Meal coupons for use at SHKPrsquos hotels were offered to employees with outstanding performance as an incentive

In view of the popularity of golfing activities we purchased a corporate membership in theMission Hill Golf Club Shenzhen which is available for use by senior level employees andalso our elite customers through the arrangementof Home Convenience Service Co Ltd an associate company of Hong Yip which provides high quality convenience services to our residents at certain estates

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

57

Employee volunteering

For many years we have engaged our employees through volunteering programmes which are meaningful opportunities for capacity building both in our employees and the community and also to develop employee morale and work-life balance Our employees have shown great enthusiasm for a range of community services which are described in the lsquoResponsibility to Societyrsquo section of this Report

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

58

Engaging our Employees

It is important to understand the views of our staff to ensure that appropriate measures are taken to win their engagement at work Employee opinion survey is one of the effective ways to achieve this objective That explains why we conduct employee opinion surveys on a regular basisStarting from 2004 we conducted lsquoEmployee Opinion Surveyrsquo which is anonymous to solicit the opinion of staff in Hong Yip Group on various aspects of work dimensions to gauge their level of job satisfaction in our Company The same survey was conducted bi-annually and the latest one was held in mid 2011 Key buildings among all the properties are selected as the target group in 2011 survey 1603 completed questionnaires were returned in this survey which represented 73 of response rateOne of the important findings in the survey was how our staff rated the Company as the most desirable company to work with The score secured in 2011 was similar to that in 2009 showing a consistent level of staff satisfaction on this point during this two-year intervalApart from the survey other functions and activities tailor-made for specific categories of employees were also undertaken on project basis from time to time We have organized different kind of events including 2-days tour in Guangdong for the managerial staff sharing section for the club house staff hiking for the clerical staff and the chinese breakfast gathering for the night shift staff etc Through these events arranged for certain categories of colleagues a better team spirit can be cultivated Besides in 2011 ldquoAdministrative Officer Gatheringrdquo was organized Through the experience sharing on the successful career growth and personal development by our Senior Management and newly-promoted managers all of our Administrative Officers were motivated and inspired and had a better planning in their future career aspiration in the company

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

59

Key challenges aheadbull Extend and strengthen internal communication channels to promote transparency

and understanding in order to deliver high quality customer servicesbull Continue to drive our Talent Development Programme and clearly identify career

development paths to develop employees internally to support the growth of the Companyrsquos business

bull Organise more social and recreational activities and use different channels to address employeesrsquo concerns and needs so as to retain a happy workforce

bull Maintain the competitiveness of our employee remuneration and benefits plan so that our Company can remain the employer of choice in the industry

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

60

Responsibility to our Customers

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

61

We have always been committed to providing incomparably high standard of quality services for customers and also to build a strong brand of professional services There are seven quality monitoring measures in place

bull Audit of our services by SHKPbull Internal audit of our servicesbull Periodic opinion survey by an independent

organisationbull Carry out monthly visits to homes and commercial

premises to gather occupantsrsquo opinions on our services

bull A 24-hour hotline to handle customer complaints effectively and on a timely basis

bull Mystery customer visitsbull Tea gatherings where frontline employees meet with

Vice Chairman

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

62

Delivering Service Excellence to our Customers

To align with Hong Yiprsquos Quality Policy lsquoWe will deliver premier services with ultimate courtesy and manage every property to the highest quality standardsrsquo we have been running the Service Excellence Training Programme for our employees in the past few years with the following objectives

bull Enhancement of property image and valuebull Provision of value-for-money services and facilitiesbull Improvement on customer service skills and qualitybull Positioning Hong Yip as the market leader

Focus Areas of Training The key training areas in the Programme are

bull VIP Hospitalitybull Customer servicingbull Complaint handlingbull Building managementbull Value-added home convenience servicingbull Emergencycrisis handlingbull Security measuresbull Maintenance acquaintancebull Cleanliness and hygiene knowledgebull Building enhancement etc

Did you knowHong Yip won ldquoHong Kong Top Service Brand Awardsrdquo which is co-organised by the Hong Kong Brand Development Council and the Chinese ManufacturesrsquoAssociation of Hong Kong

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

63

Challenges of the Programme

The key challenges of the Programme were changing the mindset of over 3000 frontline employees and keeping the momentum for continuous improvement To overcome these challenges we adopt the lsquotrain the trainerrsquo method to deliver training offer reinforcement and refresher courses field coaching and experience sharing sessions and help employees to develop self-value and awareness through workshops We also provide rewards and recognition to outstanding employees through the annual lsquoService Excellence Electionrsquo campaign There are four stages to the campaign commencing from election by customers individual presentation and group discussion selection process case analysis through real-life examples and finally panel assessment by top management In 2011 12 employees were awarded the lsquoStar of Service Excellencersquo Three of the winners share their experience with us

Gold Star winner in the Customer Service Supervisor ndashNon-Residential Category ndash Service Excellence ElectionYung Hon Yue (Bank Centre Mall) I am privileged to have worked with my excellent team in Hong Yip To provide excellent serviceexperience with those valuable customers the Award is to recognize not only my dedication but also my team I look forward to having a superior service with our customer in the future

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

64

Recognition of our Service Excellence Hong Kong Top Service Brand AwardsCustomer Service Excellence Award by Hong Kong Association for Customer Service ExcellenceThe Q-Mark Certificate (2004-2011) awarded by the Hong Kong Q-Mark Council Federation of Hong Kong Industries (the first property management company to be awarded)Capital Enterprise Outstanding Award by Capital MagazineExcellent Services Brand Award ndash Property Management (Residential) (2007-11) by Sing Tao DailyHong Kong Service Award ndash Property Management Category (2007-11) by Eastweek Magazine

Gold Star winner in the Customer Service Attendantndash Residential Category ndash Service Excellence ElectionShing Chi-chuen Royal Peninsula I believe a proverb ldquoThere are topmost masters in every profession Undoubtedly I can obtain a great sense of satisfaction from my current job With the guidance and support of my superior I am lucky enough to become the mentor from the mentee and the process of it is unforgettable with wonderful memories In fact I do hope to contribute to the company by my efforts to train up more outstanding frontline staff in the coming days and expect that such ldquocultivatingrdquo culture can be well developed to become the norm Lastly this award in recognition of my endeavors is a great encouragement to me

Gold Star winner in the Customer Service Attendant ndashNon-Residential Category ndash Service Excellence ElectionChow Sze Chung New Tech Plaza I am deeply grateful to be supported by my supervisors and customers in participating lsquoStar of Service Excellencersquo Election Thanks for my teammates and judging panel I enjoyed sharing finest service experiences with top management in which further improving my performance Most importantly Hong Yip emphasizes on staff well being and their concern

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

65

Adding Value to Our Portfolio

Hong Yiprsquos Quality Assurance ProgramThrough our Quality Assurance Program (QAP) we aim to

bull Increase the property value of the buildings under our managementbull Upgrade the living standard and environment of building owners andbull Enhance the discerning characters and status of buildings through

upgrading their hardware and software

Implemented and completed in 2000 and 2005 respectively the first stage of QAP focused on upgrading the interior of the buildings Altogether 247 buildings were upgraded The second stage of QAP began in 2006 which focuses on upgrading both the interior and exterior of the buildings Since the participated buildings increased to 311 from 256 buildings the exercise of QAP Phase II will be extend to Year 2013 Up to 2011 we made remarkable achievements 823 of our managed buildings satisfactorily upgraded in this phase The QAP involves the following improvement worksbull Facelift of building faccediladesbull Refurbishment and upgrading of common areas including entrance

lobby typical lobbies and corridorsbull Maintenance and renovation of staircasesbull Maintenance renovation and management of car parking areabull Enhancement of recreational facilities and clubhousesbull Modernization of EampM systemsbull Improvement of landscapehorticulture in the surrounding environment

andbull Implementation of innovative and sustainable proposals

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

66

Valuing our Customersrsquo Opinions

Hong Yiprsquos Property Management Services Survey 2010For over a decade we have been conducting annual independent customer surveys to have thorough investigation on service quality In 2008 we decided to engage The Hong Kong Polytechnic University to undertake a more comprehensive survey of Hong Yiprsquos property management services The survey was targeted at individual occupants and Ownersrsquo Committees who submitted over 16268 and 289 surveys respectively The participants rated their satisfaction of Hong Yiprsquos property management practices according to 54 different service categories in various service areas including security repair and maintenance hygiene of public areas management of car park pool and clubhouse shuttle bus service performance of property management employees complaints handling and emergency response

Results of the surveyOverall95 of individual occupants and Ownersrsquo Committees are satisfactory of Hong Yiprsquos property management services Next survey will be conducted in 2012

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

67

Promoting Customer Health and Safety

Education and raising awareness We continue to educate and raise awareness amongst occupants with regards to health and safety issues by posting useful information in common areas at our managed commercial buildings residential estates and clubhouses eg at New Trade Centre we have a permanent HampS exhibition corner We also provide individual notification to occupants on specific safety issues such as the employment of contractors involving the use of scaffolding

Did you knowDuring 2011 the clubhouses at our managed estates Manhattan Hill Peak One Harbour Place and Noble Hill were assessed and awarded withthe HKQAA Certification of Hygiene Control System

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

68

Outreach to our Customers on Environmental Protection

Waste separation and recyclingOur huge efforts in facilitating source separation and recycling both at our managed residential estates and CampI buildings have been met with enthusiasm and commitment from the occupants Go to lsquoWaste Managementrsquo in the lsquoResponsibility to the Environmentrsquosection for more details

Reuse Food Waste Since 2008 Royal Peninsula implements food waste recycling programme The aims is to collect residentsrsquo food waste such as vegetables fruits meat etc to de-composite via newly installed food waste eliminator to stabilize the organic waste and turn it to useful fertilizer for irrigation to its plants inside the estate Total 6895kg of the food waste at Royal Peninsula collected in 2011 while Harbour Place launched the programme since late 2010

6046kg

6895kg

6841kg

4621 kg (Since April)

Royal Peninsula

450kg(Since August)2010

Harbour PlaceYear

3363kg2011

2009

2008

Weight of Food Waste

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

69

Responsibility to Society

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

70

As a good corporate citizen we provide continuous support for various community activities by offering volunteer service and sponsoring different community associations in their efforts to build a more harmonious society We encourage our employees and customers to engage in multi-faceted voluntary services that reach out to the elderly underprivileged youths and disabled and also support environmental protection

The Hong Yip Volunteer Team was set up in 2001 and is registered as a volunteer team with the Social Welfare Department In order to promote volunteer service systematically and effectively we have also set up 38 volunteer sub-teams

In 2011 our volunteer team participated in over 45 volunteer service activities with the contribution of 700 employees and near 10000 service hours outside of work In addition the Company sponsored 24 community projects during the year

Our volunteers participate in short term volunteer service activities such as charity bazaar fundraising and elderly home visits and also longer term community programmes in partnership with a number of major social organisations including St James Settlement The Hong Kong Society for the Blind The Neighbourhood Advice-Action Council Christian Family Service Centre Haven of Hope Christian Service and the Social Welfare Department

We share with you below some highlights of our support for community activities

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

71

Did you knowIn 2011 we were awarded the following certificates from the Social Welfare Department in recognition of our volunteer serviceIndividual volunteers73 employees awarded Gold Certificate (200 service hours in a year)29 employees awarded Silver Certificate (100 service hours in a year)50 employees awarded Bronze Certificate (50 service hours in a year)Our volunteer teams (according to the service hours accumulated by their members)12 teams awarded Gold Certificate (1000 service hours in a year)4 teams awarded Silver Certificate (600 service hours in a year)5 teams awarded Bronze Certificate (300-599 service hours in a year)

Fundraising Activities

Flag DaysFundraising walkathonsmarathons climbathon

Over 400 of our employees volunteered to sell flags or fundraising activities such as walkathon and marathon in 2011 organised by various communitycharitable organisations We have also been supporting the Climbathon at Central Plaza organised by Hong Chi Association for several years

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

72

Food DonationWe co-ordination with St James Settlement to appeal more donations to the Peoplersquos Food Bank supporting food donation from residents under our managed estates Over 103 managed residential estates and commercial premises participation and at the end being donated 2072 boxes of groceries 345 cans food 648kg of rice packs 724 items of snacks and 29cans of milk powders for the need family

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

73

Children Mentoring ProgrammeCollaborating with The Neighbourhood Advice-Action Councilrsquos Tung Chung Integrated Services Centre our volunteers served 100 children aged between 5 and 14 in a lsquoChildren Mentoring Programmersquo which consists of a variety of life enriching activities and educational visitsevents The aim is for the volunteers to adopt the role of a mentor to the children and help them to look beyond their financialphysical conditions build self-confidence to face difficulties positively and develop personal goals for the future

Caring for the Elderly

Building a Harmonious Community Starts from Caring for the ElderlyThe Social Welfare Department launched a volunteer program for residents to join forces in caring for the elderly in their neighbourhood which in turn helps to build a harmonious community spirit Our role is to enlist residents for the program and coordinate the volunteer teams to serve the community During 2011 residents from 19 of our managed estates volunteered in community services for the elderly and received the lsquoCaring Estatersquo logo In additionFive of the estates were awarded the lsquoLeading CaringEstatersquo logo demonstrating a remarkable contribution of volunteer service hours that meet the scheduled service level

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

74

Grand Del Sol

Serenade CoveThe Parcville

Park Central (Residential)Fortune GardenParc RoyaleForest Hill

Sham Wan TowersMing Nga Court

Harbour PlaceParc Oasis Phase IIIBotania Villa

BaycrestTak Tin EstateOscar By The Sea

Mei Chung Court BenevillePrima Villa

Parc Oasis Phase IIOn Ning GardenPristine Villa

The SeacrestManhattan Hill Royal Peninsula

lsquoLeading Caring Estatersquo amp lsquoCaring Estatersquo logos

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

75

With our experience in helping the elderly affected by the redevelopment of ShekKip Mei Estate and Lower Ngau Tau Kok Estate in 2005 we are extending a helping hand to the elderly who need to relocate due to the demolition and redevelopment of So Uk Estate In 2011 Through the joint hands with Tung TauSocial Service Team of The Neighbourhood Advice Action Council we assist about 120 elderly households of Tung Tau Estate in the selection and inspection of their new homes as well as performing general renovation works to help them settle in quickly and easily

Building Homes and Caring Neighbours with Heart ndash Redevelopment of TungTau Estate Volunteering Services

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

76

Improving livelihoods

Employees Retraining SchemeAs early in 1996 Hong Yip has actively partnered with non-profit organizations in helping the unemployed to enhance their employability through providing them with practical work experience in different job categories of our Company

In fact Hong Yip has been awarded the greatest number of ERB Employers Platinum Awards and Gold Star Awards by the Employees Retraining Board (ERB) in aggregate amongst all the companies in Hong Kong nominated for these Awards in recognition of their unreserved support rendered to the retraining programmes

With the repositioning of ERB to bring its function to full play in late 2007 ERB has revamped the Employees PlatinumGold Star Award as ldquoERB Manpower Development Scheme Award rdquoin 2008 Since then Hong Yip awarded the highest honour of ldquoERB Excellence Award for Employersrdquo in the 3rd and 4th session to commend our active participation in its Manpower Development Scheme by employing ERB trainees promoting ERB services to the public caring for their staff and providing career development opportunities for trainees

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

77

Support Recycling and Reuse

Used Books Donation 188 of our managed residential estates participated in the annual lsquoUsed Books Donationrsquo event in 2011 organised by World Vision A total of 43000books were collected to benefit underprivileged students in Mainland China

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

78

Did you knowFor seven consecutive years (2002-2011年) we have been awarded with the Caring Company Logo organised by the Hong Kong Council of Social Servicesin recognition of outstanding performance in corporate social responsibility and efforts to create a caring community

Our nominators include 9 social service organisations

bull Green Powerbull Christian Actionbull CTU Education Foundation Limitedbull Haven of Hope Christian Servicebull St Jamesrsquo Settlement bull The Hong Kong Federation of Youth Groupsbull New Territories Association Retraining Centre Limited bull Hong Kong College of Technology Social Service Programme

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300

79

Your Feedback

Thank you for reading our CSR Report We welcome your feedback on any aspects of this report and any suggestions for improving our future CSR performance and reporting Please write to us either by email or post at the following address

Email hongyiphongyipcom

AddressHong Yip Service Company Limited16F World Tech Centre95 How Ming StreetKwun TongHong Kong

Website httpwwwhongyipcom

Tel (852) 2828 0888Fax (852) 2827 6300