QUALITY EXCELLENCE AND MANAGEMENT

Our developments have consistently excelled under the CONQUAS scheme, entrenching the company’s reputation as one of the highest scoring CONQUAS developers. In 2019, our developments achieved an average CONQUAS score of 90.4%. Established in 1989, the BCA CONQUAS1 is the industry benchmark for quality and workmanship standards of construction projects in Singapore. Although it is not mandatory for private sector projects to subscribe to CONQUAS, CDL has consistently pushed for all our projects to be assessed since the assessment system was introduced.

In 2019, CDL emerged as the only developer to be conferred the Quality Excellence Award – Quality Champion (Platinum) for seven consecutive years, which is a testament to our steadfast commitment to delivering quality green homes and commercial spaces. This award recognises leading progressive developers and builders for their commitment and achievement in delivering high quality homes through workmanship excellence and quality assurance programmes.

To uphold good workmanship and meet the rising expectations of homeowners, CDL has started submitting all residential developments for the BCA Quality Mark assessment since its introduction in 2002. A voluntary scheme for developers, the Quality Mark measures the quality of workmanship in each newly completed residential unit, covering all internal finishes such as flooring, wall and ceiling finishes, architectural components and fittings, and mechanical and electrical (M&E) fittings and switches. In 2019, 523 residential units developed by CDL applied for the BCA Quality Mark certification, the outcome of which is still pending at the time of this publication.

TOTAL UNITS CERTIFIED UNDER BCA QUALITY MARK SCHEME#

2015 2016 2017 2018 2019
1,879 2,166 2,189 944 5232
# Figures for 2015 – 2018 have been restated to correspond with BCA’s Information on Construction Quality (IQuas).

Quality and Safety Management

Understanding that building defects are mostly latent in nature, CDL works closely with our architects, professional consultants and builders in the construction and design phase to identify risks and assess the severity of EHS impacts. We ensure that we not only comply with the WSH (Design for Safety) Regulations and Universal Design Guidelines, but also mitigate safety risks in the design of our building and construction process to prevent latent defects. This is in line with our commitment to promote easy-to-build and safe design and construction practices as stated in our Project Management EHS Policy, established since 2003.

CDL places great emphasis on the structural stability of our buildings, fire and emergency safety compliance, as well as the integrity of building materials. Qualified professionals such as resident engineers and technical supervisory staff are engaged to monitor construction to ensure they are built in accordance with building regulations and codes. Our builders are expected to meet CDL’s high standards in terms of the quality, safety and sustainability of our developments.

As part of CDL’s EHS Management System, we have a process to ensure all health and safety hazards at various parts of a development’s lifecycle are assessed and adequately managed, with actions identified and implemented to safeguard onsite workers and members of the public from potential risks during the lifecycle of a development:

We take homebuyers’ feedback on defects seriously, extending our quality commitments to prompt and stringent defect management. We have in place an electronic system and well-established procedures to monitor and attend to defects, targeting to rectify any legitimate defects within 30 days. We also have internal targets for defect reduction, which are reviewed periodically. Our obligations to homebuyers with regards to product quality are expressed in the Sales & Purchase Agreement.

Across CDL, we established and implemented procedures to report and investigate hazards and incidents. All our appointed builders are required to set up and manage phone hotlines for all construction sites. We have a dedicated Operations Manager assigned to every commercial building we manage, to oversee the building’s daily operations as well as to address any safety and security concerns. For our homebuyers, we set up hotlines and site offices to address any feedback and concerns. We also conduct post-TOP customer satisfaction surveys to measure their experience across various touch points and to solicit feedback and suggestions for continual improvement. For all the feedback and reports received, we follow up with the affected person(s) and relevant stakeholder(s), and implement corrective actions promptly.

Service Delivery

Since 2007, we have aligned our service delivery at CDL managed properties with the standards of the ISO 9001 Quality Management System. In addition, we have established a Property and Facilities Management (Investment Properties) Policy for our commercial tenants since 2007, which declares our commitment to excelling in service delivery through supporting the purchase of safe and energy efficient products, technologies, services and design, amongst other efforts. We set internal key performance indicators for critical safety services, for example, response time to attend to people trapped in lifts, number of breakdowns of essential services such as fire protection system. We track and monitor the performance of these indicators on an on-going basis.

1 BCA CONQUAS is the defacto national standard assessment system on the quality of buildings. The assessment consists of three main components: architectural works, and M&E works.
2 523 residential units developed by CDL applied for the BCA Quality Mark certification, the outcome of which is still pending at the time of this publication.