Transcript 投影片 1 - Hong Yip

Serving You with Heart
Corporate Social Responsibility Report 2011
1
Message from Vice Chairman and Chief Executive
About this Report
About Us
Our CSR Approach
CSR Highlights
Responsibility to the Environment
Responsibility to our Employees
Responsibility to our Customers
Responsibility to Society
Your Feedback
P.3~4
P.5~6
P.7~12
P.13~20
P.21~25
P.26~42
P.43~59
P.60~68
P.69~78
P.79
2
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.
3
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 our
CSR 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 [email protected].
Ir. Alkin Kwong, JP
Vice Chairman and Chief Executive
4
About this Report
Objective and Scope
This 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 Report
Firstly, 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:
•
•
•
•
Responsibility to the Environment
Responsibility to our Employees
Responsibility to our Customers
Responsibility to Society
5
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, contractors/suppliers, 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,
e.g., with our customers through our customer
surveys and home visits, and with NGOs
through our community projects.
6
About Us
Hong Yip Service Company Ltd (“Hong Yip”) 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 1,500 buildings with over
150,000 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 owners’
organisations 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.
7
Classification of Hong Yip's management portfolio in December 2011
(based on gross floor area)
2%
25%
Residential
Commercial
Industrial
Recreational Facilities
4%
69%
For up to date information on our portfolio, visit our website:
http://www.hongyip.com/eng/index.htm
8
Our Vision
To become Hong Kong’s finest specialist property and
facilities management company by creating ideal homes.
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.
The main ‘Service Excellence’ requirements of our employees are:
Proactive
Smiling
Friendly
Greetings
Grooming
9
Our Commitment
Quality Policy
We will deliver premier services with ultimate
courtesy and manage every property to the
highest quality standards.
Occupational Safety and Health Policy
We will comply with occupational safety and
health legislations to ensure the safety and
health of our employees and related parties.
Environmental Policy
We will comply with environmental legislations and
support the government in its pursuance of
environmental protection in order to:
•
Prevent pollution;
•
Minimise generation of waste; and
•
Make the best use of resources.
Complaint Management Policy
To track, to follow up and to handle every complaint
with heart in order to exceed customer satisfaction.
10
We communicate our objectives, strategies, core values and performance
expectations to all employees by:
•
•
•
•
•
Conducting Annual Strategic Planning Meetings chaired by the Executive
Director and attended by Senior Managers.
Distributing the Quality, Occupational Safety & Health and Environmental
Policies Cards and Service Excellence Guidelines to all employees.
Providing induction training courses to new employees.
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.
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
Company’s commitment and policies from Alkin Kwong, Vice Chairman and Chief
Executive.
11
Organisational Structure
Hong Yip’s corporate departments include Building & Facilities Management, Technical
Services, Information Technology, Contracts, Community & Public Relations, Human
Resources & Administration, Finance & Accounts and Internal Audit. The Building &
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
Contracts
Internal
Audit
Community
& Public
Relations
Building &
Facilities
Management
Technical
Services
Hong Kong
Island
New
Territories (I)
Kowloon
New
Territories (II)
Investment
Properties
New
Territories (III)
Human
Resources &
Admin
Finance &
Accounts
Information
Technology
12
Our CSR Approach
Quality Service ISO 9001:2008 certified for all the
properties under our management.
Occupational Safety and Health OHSAS 18001:2007
certified for four properties under our management.
Environmental Management ISO 14001:2004 certified for
Head Office and four properties under our management.
Complaint Management ISO 10002:2004 certified for
Head Office and five properties under our management.
Information Security Management System
ISO 27001:2005 certified for Head Office
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
‘Responsibility to our Customers’ section to demonstrate our commitment and efforts
in creating an ideal living/working environment for our customers.
13
Management Leadership
Hong Yip’s 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 & 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 employees’ 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
customers’ expectations are provided upon occupancy.
14
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 employees’ 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 Yip’s
operations. The Internal Audit department reports directly to the Chairman.
15
Environmental and Safety Management
16
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 Yip’s 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 Yip’s 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.
17
Green Procurement Guidelines
We have a set of Green Procurement Guidelines that supports the use of environmentallyfriendly products and services in order to conserve natural resources, reduce waste and
protect the environment. There are four main elements to consider when choosing
products/services;
•
•
•
•
Avoidance of use of harmful substances during production
Application of the ‘3Rs’ of waste management: Reduce, Reuse, Recycle
Energy efficiency of the product/service
Compliance of the product/service 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.
18
Environmental and Safety Requirements for Contractors
When contractors wish to apply for inclusion in Hong Yip’s approved vendors list, they
have to acknowledge and sign Hong Yip’s Company Policy on ‘Environmental protection
requirements’ and ‘Occupational safety and health requirements’. 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 ‘Environmental protection
requirements’ and ‘Occupational safety and health requirements’. In Hong Yip’s standard
tender document, specific clauses for ‘Environmental protection responsibilities’ and
‘Safety precautions’ 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.
19
Did you know?
Every year, we organise a ‘Best Contractor Competition’ 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 evaluated
based on their contractual performance on the following five categories:
•
•
•
•
•
Construction/service quality
Emergency response
Follow-up services
Health and safety performance
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 &
Construction Co Ltd, T-Power Engineering Limited and Winson Cleaning Service
Company Limited
Winners of the Health and Safety Excellence Award were Lik On Security Limited,
Kone Elevator (HK) Ltd and Clare Environmental Services Ltd.
20
5. CSR Highlights
Below are highlights of our CSR achievements in 2011:
21
CSR Highlights
Below are highlights of our CSR achievements in 2011:
Responsibility to the Environment
•
Our energy saving programmes saved over Twenty Three
million kWh of electricity since 2003, which is equivalent to
over Sixteen Thousan tonnes of CO2e emission reduction.
•
Won 4 Golds and 11 Merits Awards in the 2010 Best Landscape
Award – Private Development (organised by Leisure & Cultural
Services Dept)
Obtained “99 Environmental Labels” in which included 59 Carbon
“Less” Certificates and “The Most Carbon “Less” Certificates
attained in the 4th Batch of 2010”Achieved a
8.3% recycling rate at our managed residential estates and 6.5%
at our managed commercial & industrial (C&I) buildings.
(organised by Environmental Campaign Committee)
Eight Special Awards, Two Diamond Awards, Three Gold Awards,
Six Silver Awards, 22 Bronze Awards and 95 Certificates of Merits
were received in the ‘Source Separation of Domestic Waste’
Competition (organised by EPD).
Acquired Merit Award in the 2010 Hong Kong Awards for
Environmental Excellence (Property Management Sector)
116 individual buildings acquired Quality Water Recognition
Scheme for Buildings Certificates (organsied by Water Supplies
Dept)
In IAQ Certification, acquired 8 Excellent Class, 17 Good Class
Hong Kong Green Awards 2010 - Green Office Management
Award organised by Green Council
•
•
•
•
•
•
•
For more details on the awards and recognitions received by Hong Yip, please go to 26-42.
22
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 16,000 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 “Safe & Health Estate Accreditation
Scheme”, which was organized by the Occupational Safety and Health Council. The
result was very encouraging. Manhattan Hill, Woodland Crest & Park Central
(Residential) achieved Excellent Performance while Tak Tin Estate granted
Outstanding Performance.
23
For more details on the awards and recognitions received by Hong Yip, please go to43-59.
Responsibility to our Customers
•
•
•
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, 82.3% of our
managed portfolio accomplished the renovations in phase II.
In the 2010 independent customer survey of Hong Yip’s property management
services, 95% response of being satisfied or strongly satisfied.
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.
24
For more details on the awards and recognitions received by Hong Yip, please go to 60-68.
Responsibility to Society
•
•
•
•
•
700 employees participated in our corporate volunteer service, contributing over
nearly 10,000 service hours outside of work.
152 employees received individual recognition and twenty-one volunteer teams
received certifications from Social Welfare Department for their service hours.
Residents from 19 of our managed residential estates volunteered in community
services for the elderly and received the ‘Caring Estate’ logo from the Social Welfare
Department. In addition, five estates were awarded the ‘Leading Caring Estate’ logo.
A total of 43,000 used books were collected for World Vision to benefit
underprivileged students in Mainland China.
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).
25
For more details on the awards and recognitions received by Hong Yip, please go to 69-78.
Responsibility to the
Environment
26
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 tonnes
of CO2e emission reduction.
27
Total Electricity Consumption of Hong Yip’s Managed Properties
145
140
135
Consumption
(MWh)
130
125
120
115
110
2003 2004 2005 2006
2007 2008 2009 2010 2011
Year
28
Total CO2e Emission* of Hong Yip's Managed Properties
100.0
95.0
CO2e (kilo-Ton)
90.0
85.0
80.0
75.0
2003
2004
2005
2006
2007
2008
2009
2010
2011
Year
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 0.7 kg CO2e /kWh is used based on the ‘Guidelines to Account for and Report on
Greenhouse Gas Emissions and Removals for Buildings (Commercial, Residential or Institutional
Purposes) in Hong Kong’ published by the Environmental Protection Department and the Electrical
29
and Mechanical Services Department in July 2008.
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:
•
•
•
•
•
Perform energy saving audits to identify any Energy Management
Opportunities (EMOs)
Organise energy saving training to frontline employees
Review and implement Hong Yip’s energy saving policy
Carry out research and development in energy saving products available on
the market
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.
30
Hong Yip achieved 15 Awards including 4 Gold Awards in the
Award for Private Property Development 2010
Best Landscape
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 maintenance.
Hong Yip won 15 honours including 4 gold awards in the Best Landscaped Award to
recognize its determination to greener commitment. Hong Yip’s strong team attains the
horticultural maintenance in the highest standards to fulfill customers’ need.
31
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 airconditioned at proper temperature in public area, install timer to switch on/off central airconditioning, replace to T5 and install sensor of lighting in common area to further reduce
carbon emission.
Carbon “Less” Certificate by Environmental
Campaign Committee
Obtained “99 Environmental Labels” in which
included 59 Carbon “Less” Certificates and
“The Most Carbon “Less” Certificates attained in the
4th Batch of 2010”
32
Waste Management
In 2011, over 9,310 tonnes of waste from our managed residential estates was sorted for
recycling, achieving a 9.1% recycling rate . At our managed C&I buildings, over 2,307
tonnes of waste was sorted for recycling, which is equivalent to a 6.8% 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.
33
In 2010/11, 130 of our managed estates acquired commendation in the ‘Source Separation
of Domestic Waste’ 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 Tsuen
Kam Centre received “Award for Enhancement” while The Parcville and Park Central
received “Award for Promotion”. In addition, over hundreds of our C&I buildings registered
for the ‘Source Separation of Commercial and Industrial Waste Programme’. 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 C&I buildings on an annual basis to collect special or
seasonal items such as books, clothes, mooncake boxes, etc.
34
Waste collected for recycling analysed by type（2011）
8000
7000
6000
5000
Domestic waste (tonnes)
C&I waste (tonnes)
4000
3000
2000
1000
0
This figure shows that waste paper is the most common type of waste collected for
recycling at both residential and C&I buildings.
35
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 (S.A.), Prima Villa, Woodland Crest and The Parcville.
36
“Quality Water Recognition Scheme for Buildings” – Water Supplies Department
Hong Yip fully supports the Water Supplies Department’s 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 & 82 Blue Certificates.
37
Green Council–Hong 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.
Judging Criteria of the Green Office Management Award is in the followings:
•
Corporate Commitment and Leadership to the Establishment of Green Office
Management.
•
Environmental Achievement on Energy Conservation, Water Conservation, Waste
Management, Indoor Air Quality, Carbon Emission and Green Purchasing.
•
Environmental Training and Promotion.
38
Water Conservation
Plant Irrigation System at Fung Tak Estate
Making 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 Parcville
For 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.
39
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 190,000 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 welldesigned interior, together with an efficient building management
programme help to enhance the green living style of the estate.
‘Green’ car park
An 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 & 2010 Hong Kong Awards for Environmental Excellence (Property Management
Sector), The Parcville acquired Merit Award.
40
Environmental Performance at our Head Office
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.
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.
41
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 ‘Environmental and
Safety Management’ in the ‘Our CSR Approach’ section of this Report.
Did you know?
Learning about environmental protection and taking part is fun and rewarding!
Our employees took part in a variety of activities, including:
•
•
•
Ma On Shan Tree Planting Day
Slogan Design Competition
Pollution free Picnic Day
Key challenges ahead
•
More widespread implementation of energy saving initiatives to achieve our energy
saving target set.
•
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.
•
Educate individual owners and Owners’ 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.
42
Responsibility to our
Employees
43
As of 31st December, 2011, Hong Yip employed 6,900 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
Our Principles
Employee Handbook
Following 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 Company’s
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 Opportunity
Upon 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 responsibility
44
to create a pleasant and productive working environment.
We have employed 561 re-trained employees referred by social service organizations,
which accounts for about 22 % of the Company’s 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 Pathfinding
Pavilion 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 & 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 ‘Hearty Hotline’ 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.
45
Training and Development
Comprehensive 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 winter.
2010-2011Statistics on employee training
(for in-house training programs)
2011
2010
21
23
No. of sessions
1,882
1,653
No. of attendees
25,166
22,548
Types of training
How many hours of training on average
were given to Hong Yip’s employees in
2011?
Employee category
Hours/employee
2011
Frontline
25
Technical
50
Middle management upwards 51
2010
25
50
50
46
Providing Mentorship
We launched the Mentorship Programme for frontline employees in March 2006 to
achieve the following objectives:
•
•
•
To make each of our managed properties to become an individual training centre
To enable new employees and those requiring support to receive appropriate
mentorship
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.
47
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.
48
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 – progress in 2011
Who are the participants? From fourth-tier staff (Senior Administrative Officers) to Senior
Managerial Staff
How long is the Programme? About two years
What’s involved? Peter Drucker’s Management Program, a series of e-learning programs,
training by external consultants, submission of individual and group projects, teamwork
training and sharing sessions.
What’s the outcome? Develop personal determination, stamina and commitment.
Improve communication, leadership and decision-making skills. Gain knowledge in
effective team work.
49
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 Government’s 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 Courses:
•
•
Did you know?
Being the first and only property management
company in the industry to achieve
accreditation of internal courses in the
territory
《Module Certificate in Service Excellence (Level 2)》
《Module Certificate in Properties Management Workplace Mentor (Level 3)》
Recognition of Prior Learning (RPL): Did you know?
•
•
Over 200 staff had successfully applied
RPL with QF Level 3 or above
We assisted and sponsored our staff to
become the first batch of company
employee in the industry to attain RPL
qualifications
The number of staff in our company who had
successfully applied RPL under security and
customer service category is the largest in the
industry
50
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 &
Development and have our employees’ 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 “Seeding for a Green Revolution” in HKMA’s
training competition. The program had not only been awarded with the Certificate of
Merit, but also won the “Most Innovative Award”. The latter is a recognition of the
uniqueness of the program which is the first of its kind in the property management
industry.
In 2011, Hong Yip received a
“Workplace Learning and
Development Excellence in
Practice award” from the ASTD.
The award is regarded as the
“Oscars” in the people
development and training industry.
This reflects the international
standard Hong Yip has achieved
with horticulture and associated
training.
Did you know?
ASTD established in 1943, it is the world’s 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 “Workplace Learning &
Development” to demonstrate the launch of the
“Horticultural Training Programme” can turn the
Company’s existing horticultural capability into a
competitive strategy. Moreover, Hong Yip has attained
high standing of people development in the property
management industry.
51
Developing and managing our employee talent is fundamental to our success. The
People Development Academy upholds ‘Proactive, Dynamic, Learning, Experience’
as core values with the following objectives:
•
•
•
•
Cultivate first class property management personnel who can contribute to the long
term development of Hong Yip
Train up professional instructors internally to take up teaching tasks for the
development of employees in various aspects
Be the forerunner in the industry to offer industry-recognised approved programmes
in property management
Develop a learning organisation through the most optimum use of existing training
resources
52
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 Awareness
To enhance our employees’ 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:
•
•
•
The health and safety responsibilities of property and
facilities management
Managing the health and safety of our contractors
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.
53
Safety Improvements
Installation of Fall Protection System
At 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 façades and canopies. The
system installed follows the EN795 Class ‘C’ 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 Ladder
For 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.
54
Ergonomics at the Head Office
We 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.
55
Employee Well-Being and Fulfillment
Enriching the work life
The Staff Recreation Committee was established to ensure better formulation and coordination 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 worklife. In particular, our ‘Relax at One O’clock’ event at Head Office covered many useful, fun
and interesting topics on health and hobbies so as to nurture our employees’ well-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 SHKP’s 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 the
Mission Hill Golf Club, Shenzhen, which is
available for use by senior level employees and
also our elite customers through the arrangement
of Home Convenience Service Co. Ltd., an
associate company of Hong Yip, which provides
high quality convenience services to our residents at
certain estates.
56
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 worklife balance. Our employees have shown great enthusiasm for a range of
community services which are described in the ‘Responsibility to Society’ section
of this Report.
57
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 basis.
Starting from 2004, we conducted ‘Employee Opinion Survey’, 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. 1,603 completed
questionnaires were returned in this survey, which represented 73% of response rate.
One 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 interval.
Apart 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, “Administrative Officer Gathering” 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.
58
Key challenges ahead
•
Extend and strengthen internal communication channels to promote transparency
and understanding in order to deliver high quality customer services.
•
Continue to drive our Talent Development Programme and clearly identify career
development paths to develop employees internally to support the growth of the
Company’s business.
•
Organise more social and recreational activities, and use different channels to
address employees’ concerns and needs so as to retain a happy workforce.
•
Maintain the competitiveness of our employee remuneration and benefits plan so
that our Company can remain the employer of choice in the industry.
59
Responsibility to
our Customers
60
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:
•
•
•
•
•
•
•
Audit of our services by SHKP
Internal audit of our services
Periodic opinion survey by an independent
organisation
Carry out monthly visits to homes and commercial
premises to gather occupants’ opinions on our
services
A 24-hour hotline to handle customer complaints
effectively and on a timely basis
Mystery customer visits
Tea gatherings where frontline employees meet with
Vice Chairman
61
Delivering Service Excellence to our Customers
To align with Hong Yip’s Quality Policy: ‘We will deliver premier services with ultimate
courtesy and manage every property to the highest quality standards’; we have been
running the Service Excellence Training Programme for our employees in the past few
years with the following objectives:
•
•
•
•
Enhancement of property image and value
Provision of value-for-money services and facilities
Improvement on customer service skills and quality
Positioning Hong Yip as the market leader
Focus Areas of Training
The key training areas in the Programme are:
•
•
•
•
•
•
•
•
•
•
VIP Hospitality
Customer servicing
Complaint handling
Building management
Value-added home convenience servicing
Emergency/crisis handling
Security measures
Maintenance acquaintance
Cleanliness and hygiene knowledge
Building enhancement, etc
Did you know?
Hong Yip won “Hong Kong Top
Service Brand Awards”, which is
co-organised by the Hong Kong
Brand Development Council and
the Chinese Manufactures’
Association of Hong Kong.
62
Challenges of the Programme
The key challenges of the Programme were changing the mindset of over 3,000 frontline
employees and keeping the momentum for continuous improvement. To overcome these
challenges, we adopt the ‘train the trainer’ 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 ‘Service Excellence
Election’ 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 ‘Star of Service Excellence’. Three of the winners share their
experience with us:
Gold Star winner in the Customer Service Supervisor –
Non-Residential Category – Service Excellence Election
Yung Hon Yue (Bank Centre Mall): I am privileged to have worked
with my excellent team in Hong Yip. To provide excellent service
experience 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.
63
Gold Star winner in the Customer Service Attendant –
Non-Residential Category – Service Excellence Election
Chow Sze Chung, New Tech Plaza: I am deeply grateful to be
supported by my supervisors and customers in participating ‘Star of
Service Excellence’ 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.
Gold Star winner in the Customer Service Attendant– Residential
Category – Service Excellence Election
Shing Chi-chuen, Royal Peninsula: I believe a proverb “There 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 “cultivating” culture
can be well developed to become the norm. Lastly this award, in
recognition of my endeavors, is a great encouragement to me.
Recognition of our Service Excellence
Hong Kong Top Service Brand Awards
Customer Service Excellence Award by Hong Kong Association for Customer Service Excellence
The 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 Magazine
Excellent Services Brand Award – Property Management (Residential) (2007-11) by Sing Tao Daily
Hong Kong Service Award – Property Management Category (2007-11) by Eastweek Magazine 64
Adding Value to Our Portfolio
Hong Yip’s Quality Assurance Program
Through our Quality Assurance Program (QAP), we aim to:
•
•
•
Increase the property value of the buildings under our management;
Upgrade the living standard and environment of building owners; and
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, 82.3% of our managed buildings satisfactorily upgraded in this phase. The
QAP involves the following improvement works:
•
Facelift of building façades;
•
Refurbishment and upgrading of common areas including entrance
lobby, typical lobbies and corridors;
•
Maintenance and renovation of staircases;
•
Maintenance, renovation and management of car parking area;
•
Enhancement of recreational facilities and clubhouses;
•
Modernization of E&M systems;
•
Improvement of landscape/horticulture in the surrounding environment;
and
•
Implementation of innovative and sustainable proposals.
65
Valuing our Customers’ Opinions
Hong Yip’s Property Management Services Survey 2010
For 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 Yip’s
property management services. The survey was targeted at individual occupants and
Owners’ Committees who submitted over 16,268 and 289 surveys respectively. The
participants rated their satisfaction of Hong Yip’s 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 survey
Overall,95% of individual occupants and Owners’ Committees are satisfactory of Hong
Yip’s property management services. Next survey will be conducted in 2012.
66
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, e.g., at New Trade Centre, we
have a permanent H&S 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 know?
During 2011, the clubhouses at our
managed estates, Manhattan Hill,
Peak One, Harbour Place and Noble
Hill, were assessed and awarded with
the HKQAA Certification of Hygiene
Control System.
67
Outreach to our Customers on Environmental Protection
Waste separation and recycling
Our huge efforts in facilitating source separation and recycling, both at our managed
residential estates and C&I buildings, have been met with enthusiasm and commitment
from the occupants. Go to ‘Waste Management’ in the ‘Responsibility to the Environment’
section for more details.
Reuse Food Waste
Since 2008, Royal Peninsula implements food waste recycling programme. The aims is to
collect residents’ 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 6,895kg of the food waste at Royal Peninsula
collected in 2011 while Harbour Place launched the programme since late 2010.
Weight of Food Waste
Year
Royal
Peninsula
2008
4621 kg
(Since April)
2009
6841kg
2010
6895kg
450kg
(Since August)
2011
6046kg
3363kg
Harbour Place
68
Responsibility to Society
69
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 10,000 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.
70
Did you know?
In 2011, we were awarded the following certificates from the Social Welfare
Department in recognition of our volunteer service:
Individual volunteers
73 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 Days/Fundraising walkathons/marathons/
climbathon
Over 400 of our employees volunteered to sell flags or
fundraising activities such as walkathon and marathon
in 2011 organised by various community/charitable
organisations. We have also been supporting the
Climbathon at Central Plaza organised by Hong Chi
Association for several years.
71
Food Donation
We co-ordination with St. James' Settlement to appeal more donations to the People’s
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 2,072 boxes of groceries , 345 cans food, 648kg of rice packs, 724 items of
snacks and 29cans of milk powders for the need family.
72
Children Mentoring Programme
Collaborating with The Neighbourhood Advice-Action
Council’s Tung Chung Integrated Services Centre,
our volunteers served 100 children aged between 5
and 14 in a ‘Children Mentoring Programme’ which
consists of a variety of life enriching activities and
educational visits/events. The aim is for the
volunteers to adopt the role of a mentor to the
children and help them to look beyond their
financial/physical 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 Elderly
The 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 ‘Caring Estate’ logo. In addition,
Five of the estates were awarded the ‘Leading Caring
Estate’ logo, demonstrating a remarkable contribution
of volunteer service hours that meet the scheduled
service level.
73
‘Leading Caring Estate’ & ‘Caring Estate’ logos
Royal Peninsula
Manhattan Hill
The Seacrest
Pristine Villa
On Ning Garden
Parc Oasis Phase II
Prima Villa
Beneville
Mei Chung Court
Oscar By The Sea
Tak Tin Estate
Baycrest
Botania Villa
Parc Oasis Phase III
Harbour Place
Ming Nga Court
Sham Wan Towers
Forest Hill
Parc Royale
Fortune Garden
Park Central (Residential)
The Parcville
Serenade Cove
Grand Del Sol
74
Building Homes and Caring Neighbours with Heart – Redevelopment of Tung
Tau Estate Volunteering Services
With our experience in helping the elderly affected by the redevelopment of Shek
Kip 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 Tau
Social 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.
75
Improving livelihoods
Employees Retraining Scheme
As 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 Platinum/Gold Star
Award as “ERB Manpower Development Scheme Award ”in 2008.
Since then, Hong Yip awarded the highest honour of “ERB
Excellence Award for Employers” 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.
76
Support Recycling and Reuse
Used Books Donation
188 of our managed residential estates participated in the annual ‘Used
Books Donation’ event in 2011 organised by World Vision. A total of
43,000books were collected to benefit underprivileged students in
Mainland China.
77
Did you know?
For seven consecutive years (2002-2011年), we have been awarded with the
Caring Company Logo organised by the Hong Kong Council of Social Services
in recognition of outstanding performance in corporate social responsibility
and efforts to create a caring community.
Our nominators include 9 social service organisations:
•
•
•
•
•
•
•
•
Green Power
Christian Action
CTU Education Foundation Limited
Haven of Hope Christian Service
St. James’ Settlement
The Hong Kong Federation of Youth Groups
New Territories Association Retraining Centre Limited
Hong Kong College of Technology Social Service Programme
78
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: [email protected]
Address:
Hong Yip Service Company Limited
16/F, World Tech Centre,
95 How Ming Street,
Kwun Tong,
Hong Kong
Website: http://www.hongyip.com
Tel: (852) 2828 0888
Fax: (852) 2827 6300
79