Customers and
Communities
30
Hopewell Holdings Limited
Sustainability Report 2010/11
We believe that contributing to the local communities in which
we operate is just as important as excelling in customer service.
Communities are where our customers come from. Indeed, they
are inseparable.
Our Management Approach
Customers
Our quality control policy for property and facility
management highlights the importance of customer
experience, customer-oriented and quality services, team
work and continual improvement. The property and facility
management services of all commercial properties in the
management portfolio of Hopewell Real Estate Agency
Ltd., a wholly owned subsidiary of HHL, have satisfied the
requirements of the ISO 9001 certification system. Customer
complaints are promptly investigated and adequate remedial
actions are put in place to redress the situation and prevent
or minimise their recurrences in the future.
Community Investment
We track the success of our community initiatives primarily
through stakeholder feedback. We are working towards
developing a more systematic way of managing our
community involvement initiatives, including the involvement
of our volunteer team, identification of a focus in community
programmes, and selecting longer term partnerships with
NGOs to provide greater positive impacts, especially in youth
development. We also provide help through cash or in-kind
donations in response to disasters.
We strive to strike a balance between the interests of our
community and other stakeholders. For example, to support
the Hong Kong Government’s initiatives in strengthening local
economy after the SARS incident, decorative LED lighting on
the exterior of Hopewell Centre is turned on for the “Symphony
of Lights” show every night to help promote tourism and the
skyline around Victoria Harbour. However, in response to residents’
feedback, we decided to turn off the lighting not facing the
harbour each night after the show to reduce light pollution and
disturbance to the neighbourhood.