時代鄰里：2023年環境、社會及管治報告.pdf

1、司(Incorporated in the Cayman Islands with limited liability)（於開曼群島註冊成立的有限公司）Times Neighborhood Holdings Limited 時代鄰里控股有限公Stock Code 股份代號：9928ENVIRONMENTAL,SOCIAL ANDGOVERNANCE REPORT 2023環境、社會及管治報告Times Neighborhood Holdings Limited 司時代鄰里控股有限公目錄CONTENTS5.品質服務，建設美好生活35QUALITY SERVICES TO BUILD A BETT

2、ER LIFE專題：初心計劃3.0FEATURE：INITIAL PLAN 3.05.1 用心服務，滿意鄰里37DEDICATED SERVICES FOR THE SATISFACTORY NEIGHBORHOOD5.1.1 客戶服務體系37Customer Service System5.1.2 客戶投訴管理39Customer Complaint Management5.1.3 客戶滿意度40Customer Satisfaction5.2 品質服務，安全鄰里41QUALITY SERVICE,SAFE NEIGHBORHOOD5.2.1 服務質量與安全41Service Quality

3、 and Safety5.3 數字管理，智慧鄰里44DIGITAL MANAGEMENT,SMART NEIGHBORHOOD5.3.1 客戶信息與隱私保護44Customer Information and Privacy Protection5.3.2 智慧物業46Intelligent Property6.綠色生態，共築可持續未來50 GREEN ECOLOGY FOR A SUSTAINABLE FUTURE專題 應對氣候變化，承擔可持續責任50FEATURE RESPONDING TO CLIMATE CHANGE AND TAKING SUSTAINABLE RESPONSIBIL

4、ITY6.1 綠色物業，低碳生活58GREEN PROPERTY AND LOW-CARBON LIFESTYLE6.1.1 能源管理59Energy Management6.1.2 水資源管理59Water Resources Management6.1.3 廢棄物管理60Waste Management6.2 綠色辦公，以身作則61GREEN OFFICE TO LEAD BY EXAMPLE6.3 綠色文化，你我共建64GREEN CULTURE WE BUILD TOGETHER1.關於本報告2 ABOUT THE REPORT1.1 編制依據2BASIS OF PREPARATION

5、1.2 報告範圍及邊界3REPORTING SCOPE AND BOUNDARY1.3 稱謂說明3TERMS AND SHORT NAMES1.4 數據來源及可靠性聲明3DATA SOURCES AND RELIABILITY STATEMENT1.5 確認及批准3ACKNOWLEDGEMENT AND APPROVAL1.6 獲取及回應本報告3ACCESS AND RESPONSE TO THE REPORT2.主席寄語4 MESSAGE FROM CHAIRMAN3.關於時代鄰里6 ABOUT TIMES NEIGHBORHOOD3.1 公司介紹6INTRODUCTION TO THE C

6、OMPANY3.2 業務介紹6INTRODUCTION TO THE BUSINESS3.3 公司文化11CORPORATE CULTURE3.4 2023年關鍵績效12KEY PERFORMANCES OF 20233.5 榮譽列表13TABLE OF HONORS4.深化管治，促進可持續發展16 DEEPEN GOVERNANCE,PROMOTE SUSTAINABLE DEVELOPMENT4.1 董事會聲明16BOARD STATEMENT4.2 ESG管治17ESG GOVERNANCE4.2.1 ESG管治架構18ESG Governance Structure4.2.2 持份者溝