[For immediate release]

Beike Launches User Service Annual Report For 2022

Users Benefited from 32.6% Faster Transaction Process Year-on-Year, Averaging 60 Days

28 February 2023, Hong Kong – KE Holdings Inc. (“Beike” or the “Company”) (NYSE: BEKE and HKEX: 2423), a leading integrated online and offline platform for housing transactions and services, unveiled the “2022 Beike User Service Annual Report on Quality". The report highlights that in December 2022, Beike listed approximately 4.6 million existing housing and offered over 2.26 million rental apartments, 6,000 units of new houses in China.

The Company continues to innovate its business model, strengths of products, and operational structure and procedures. By holistically enhancing business efficiency and the customer experience, Beike aims to accelerate the process of house searching and viewing, make it easier and faster to obtain bank loans, smoothly complete transaction procedures on the platform in one go, and increase the efficiency of products and services, such as by shortening the construction process.

In the past year, Beike users have enjoyed a smoother transaction process, with transaction times being reduced to an average of 60 days. This is 32.6% faster than the year before.

As for its pre-owned houses sector, Beike Rental has currently partnered with 84 post-rental service providers in 13 cities. Among existing housing transactions, the actual amount held in custody accounts for 92.3% of the total amount of funds in custody (the proportion of the total house payment minus the loan part). In particular, the average amount in the 30 cities where Beike’s key business is located is 94.9%, ensuring the security of users’ deposits and down payments. The Company also adopts dynamic housing maintenance and swiftly removes "houses without maintenance" and "risky houses" if their owners cannot be contacted. In 2022, the Company removed over 20 million housing listings as part of its quality control measures.

Beike has also launched the "Luban Action" initiative, which involves regularly inspecting and rectifying issues at the site of home decoration projects. In 2022, 435 inspection campaigns were carried out across 16,123 sites. When problems were found, they were rectified at a 97% success rate.

Last year, Beike made significant improvements to its services, with a focus on enhancing the customer experience and efficiency. Its subsidiary Sundu reduced the average construction period by 20 days. At present, it offers 22 home decoration categories and more than 20,000 SKUs (stock keeping units). Last year, all brands on the Beike platform promised to perform contracts and repay more than RMB480 million in real estate transactions, decoration, leasing, and other related services. Among them, the two brands of Beike Home decoration business, Sundu and Beiwoo, committed to paying nearly 14,000 annual claims, with the compensation amount exceeding RMB20 million.

Beike also attaches great importance to the service quality of its employees. Last year, its service staff, including real estate brokers, contract managers, home decoration designers and foreman, participated in 2.25 million hours of online lectures and 2.53 million hours of offline courses. Service staff with problems were also dealt with in a timely manner. Last year, the platform banned or disciplined 9,408 non-compliant broker accounts and terminated cooperation with 728 stores.

Under the business strategy of "One Body, Two Wings", Beike’s main products and services have been further expanded last year from housing transaction services to cover home rental services, renovation, furnishing, family services, and more. In response to market demand and user needs, the company remains firmly focused on user service quality and remains committed to further developing the quality of its services in terms of technology, products, service scope and security. By continuously improving its service capabilities, the company helps users to not just "buy a house", but to "live well", thereby supporting the healthy evolution of the residential consumption experience.

Notably, the report mentions that there are many uncertainties that users face when it comes to living services, including the quality of property listings and services, the professionalism of service providers, the safety and convenience of transactions, and the legal protection of rights and interests. Last year, Beike launched powerful measures to address these pain points, and also achieved significant results so far. In the core transaction segment, the company provides reliable service to users by performing transaction quality audits, protecting capital security, providing service commitments, and improving customer appeal mechanisms during complex housing transactions, home rentals, and home furnishing consumption procedures. All these efforts provide users with a more secure experience.