SOCIAL & RELATIONSHIP CAPITAL - CDL Sustainability

Multi-Stakeholder Engagement Channels

The Group’s stakeholder-centric approach positions us for long-term business prosperity and solidifies our social license to operate. By understanding the impacts that our business has on our stakeholders, we can better anticipate and meet their needs. The Group defines our stakeholders as individuals or groups that have interests that are affected or could be affected by our operations.

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Stakeholder Groups and their Significance to the Group	Engagement Platforms	Issues and Concerns
Our Employees The health, safety, welfare and professional development of employees are fundamental to the Group’s performance and key to enhancing our human capital.	Regular town halls fronted by the ExCo and selected senior management CDL 360 – CDL’s staff intranet; CBM’s staff intranet; Ingird – M&C New Zealand’s staff intranet Staff Connect – an inter-disciplinary committee that organises company-wide activities to foster work-life balance and reinforces team spirit Engagement and employee wellness activities Educational activities (e.g., workshops and quizzes) Biennial Employee Engagement Survey Employee Assistance Programme, a third-party independent counselling service Employee grievance handling procedures City Sunshine Club, the Company’s volunteering platform Indoor Environmental Quality (IEQ) study Internal customer satisfaction survey Festive celebrations and engagement activities throughout the year including annual dinner and dance Monthly bonding sessions and operations meetings at CBM Pte Ltd	Corporate direction and growth plans Job security Remuneration and benefits Career development and training opportunities Occupational safety, health and wellbeing Labour and human rights Work-life balance Employee volunteerism Workplace environment and conditions Diversity, equity and inclusion
Our Customers Delivering safe and high-quality products and services to our customers is our raison d’être as customers are key to the generation of financial capital.	Homebuyers Integrated customer and call centre Homebuyer e-Portal and mobile app Residential services Green Living Guides Defects management system Post-TOP customer satisfaction surveys Handover of strata units – on-site and virtually 3D showflat virtual tour and online sales presentation	Homebuyers Customer service and experience Status of TOP progress and handover appointments Ethical marketing practices Workmanship and defects rectification Design and features Common areas and facilities
	Tenants CDL Green Lease Partnership Programme Green fitting-out guidelines Recycling programme Curated events and activities for C-suites and office community (e.g. Healthy Workplace Ecosystem workouts and workshops, and CityDelights treats giveaways) CityNexus – Tenant Experience App for the Company’s tenants (Republic Plaza, Palais Renaissance, Delfi Orchard, City House, King’s Centre, Waterfront Plaza, City Industrial Building, Cideco Industrial Complex, The Venue Shoppes and Quayside Isle) Annual Tenant Satisfaction Surveys Precinct improvement with Raffles Place Alliance (Raffles Place Business Improvement District) CDL CityConnect—Dedicated Facebook page with curated content for CDL tenant community Regular retrofitting of CDL’s managed buildings to improve indoor environment	Tenants Green building and office interior certifications Green leases Workplace safety and health Management of facilities Customer service and experience Resource efficiency Environmental management, education and advocacy Ethical marketing practices Clean and safe workplace environment
	CBM Customers Integrated Control Centre Annual Customer Satisfaction Survey Recycling Programme Monthly Operations Meeting CBM – Tell Us App: A fault reporting app for public users CBM FMS App: A fault-reporting app for client representatives QR Code Fault Reporting System: An alternative fault-reporting platform for clients averse to downloading an app digiHUB: A smart properties management system that allows property owners to have visibility on the performance of their assets My Condo App: An app for condo facilities booking CBM Home: Facebook and Instagram page with content on household maintenance and promotions CBM Home App: An app facilitating service bookings for household needs Systematic Laundry: Facebook page with content on promotions Systematic Laundry App: An app for arranging collection and delivery of laundry items Company and subsidiaries’ websites	CBM Customers Customer service and experience Workplace safety and health Resource efficiency Environmental management, educationand advocacy Ethical marketing practices
	M&C Customers – Hotel Guests Seamless check-in and check-out processes with kiosks Contactless and fast check-in with pre-arrival email registration to reduce time Recognition of loyal customers with My Millennium Program My Millennium App Millenniumhotels.com brand website Central sales offices and Hotel-based sales teams for Group and Corporate customers ChatGPT-powered AI chatbot on website to assist customers Robots for F&B and Housekeeping to assist during customer journey Dispenser amenity programme for sustainability Preventive maintenance management for room to be in order
Our Builders and Suppliers We work closely with partners in our value chain to ensure that their operations are carried out in line with CDL’s EHS policies and standards that place environmental performance, worksite safety, and workers’ health and wellbeing as priorities.	Policies on EHS, climate change, green procurement, green buildings, biodiversity, human rights and universal design Supplier Code of Conduct Green procurement specifications CDL 5-Star EHS Assessment CDL 5-Star EHS Sports Challenge Quarterly seminars and peer sharing Annual EHS Awards Declaration of EHS commitments through letter and pledge-signing EHS risk assessments at concept, design and construction stages Construction vision casting Annual procurement guideline review	Legal compliance Quality and design Safety of infrastructure and managed facilities Productivity Innovation Workers’ safety, health and well-being Labour practices and welfare Human rights Social inclusion Resource and waste management Responsible procurement
Our Investors and Analysts We strongly emphasise corporate governance and ESG integration and continue to build investor trust and confidence through open dialogue with shareholders and the investment community. Our Lenders We work closely with like-minded lenders by tapping on sustainable financing products to increase our access to capital and lower our overall capital cost in the long run. The Media We raise greater awareness of the green agenda and CDL’s sustainable practices by engaging the media regularly through mainstream news and information channels.	Annual General Meeting Financial results briefing (half-year and full-year) with ‘live’ webcasts Conferences, panel discussions, investor meetings and site visits Media releases and interviews Annual Reports Integrated Sustainability Reports (annually and quarterly) Corporate website and social media platforms Sustainability microsite Timely response to ESG rating agencies and analysts	Corporate governance ESG disclosures aligned with leading global standards and frameworks Climate change and net zero carbon strategies Sustainability performance and tracking, including global sustainability rankings and indices Reporting standards
Government and Regulators We partner with key government agencies and regulators to elevate industry standards for green buildings, sustainable financing, sustainable practices, and health and safety standards. Academics and Industry Experts We work closely with academics and industry experts to explore and testbed new building innovations for a low carbon future.	The Company’s ExCo, senior management and key executives from business units representation on boards of various industry bodies Tri-sector and sustainability-related consultations and dialogues Longstanding partnership in various national programmes Thought leadership in support of public policies and regulations pertaining to sustainability, green buildings and sustainability reporting	Development of green buildings Programmes to cultivate responsible workplace practices Advocating green consumerism and a green lifestyle Sharing of industry best practices Regulatory development towards a low carbon economy Promoting sustainability reporting in Singapore Advocating ESG integration with financial reporting Promoting occupational health and safety
Our Community We ensure that our developments do not affect the well-being of surrounding communities. We also invest in community development projects (in particular youth and women-related), and foster tri-sector collaborations that support the UN Sustainable Development Goals (UN SDGs).	Public communications plan with residents within a 100-metre radius of our new developments Builders’ contact details displayed at construction sites for public feedback Sustainability-related conferences/forums Consultation and dialogues with academics, NGOs and business associations Integrated Sustainability Reports (annually and quarterly) Company website and social media platforms Corporate advertisements Collaborations with charities and NGOs for community development Universal design for homes and offices Charitable initiatives/community development projects	Proactive communication on CDL’s development plans and construction works Promoting environmental awareness and zero waste Advocating best practices in sustainability Empowering youths and women as sustainability champions Supporting Singapore’s arts scene Caring for the less fortunate Sustainability and green building thought leadership and advocacy Social inclusion Ethical marketing practices