KE Holdings Inc. (BEKE) has unveiled its 2025 Environmental, Social, and Governance (ESG) Report, detailing significant achievements across key operational areas. The report highlights the company's progress in integrating ESG principles from a compliance requirement into a core capability that supports business quality and long-term growth, focusing on transaction security, service capabilities, and digital low-carbon initiatives.
In 2025, the company upgraded its platform-level service commitment system and piloted safeguards for housing fund security and risk compensation in select cities. These measures successfully intercepted potential capital losses exceeding 4.2 billion yuan throughout the year. Furthermore, BEKE extended its fund security protocols to its home renovation business, implementing a "fund custodian" service in 43 cities across China. This system, which involves node acceptance inspections and phased fund disbursements, effectively reduces transaction risks and uncertainties, providing customers with greater clarity and reliability during complex transactions and thereby building a more resilient business foundation.
The report also emphasizes the development of service professionals. By the end of 2025, the "Boxue" examination for agents had been adopted by over 300 brokerage brands, including Lianjia, and rolled out in more than 90 cities, with cumulative participation reaching approximately 3.63 million人次. This initiative promotes continuous learning and enhances the professionalism and expertise of agents. For the first time, the report systematically disclosed Lianjia's comprehensive training system, which covers the entire agent lifecycle from onboarding and development to targeted skill enhancement and leadership training. By the end of 2025, training coverage for Lianjia agents exceeded 99%, with total learning hours surpassing 2.89 million.
BEKE continued to advance the application of AI-powered digital tools for its service professionals in 2025, aiding their growth, improving customer experience, and boosting operational efficiency. The "Huilian" AI training platform, which leverages large language models to create highly realistic customer dialogue scenarios, has been used for over 300,000 practice sessions. This tool helps agents hone their skills for handling complex customer interactions.
In its green and low-carbon transformation efforts, BEKE has consistently translated its digital capabilities into tangible carbon reduction practices. The report indicates that various paperless service initiatives implemented in 2025 saved more than 350 million sheets of paper, reducing carbon emissions by approximately 3,000 tons. Since its launch, the VR home viewing feature has accumulated over 15.54 billion views and has contributed to a cumulative reduction of more than 28 million tons of carbon emissions.
Within its home renovation and furnishing business, BEKE fully launched the "Back to Basics" process optimization project in 2025. By streamlining 14 key construction processes, the project reduces material overuse and construction waste while maintaining quality, safety, and compliance standards, thereby promoting a greener transformation in home renovation practices. This initiative reached over 17,000 households during the year, cutting carbon dioxide emissions by more than 1,000 tons.
On the community philanthropy front, BEKE leveraged its nationwide store network to establish a "15-minute volunteer service circle." In 2025, the company organized over 49,000 volunteer activities in 98 cities. It also set up more than 2,000 service stations for delivery riders in 19 cities, including Beijing, Shanghai, Guangzhou, and Shenzhen, serving the new employment demographic over 1.15 million times. Total charitable donations for the year reached 42 million yuan, primarily directed towards elderly-friendly services, rural revitalization, and community development projects.
Throughout the reporting period, BEKE strengthened its ESG governance framework by incorporating ESG performance into management evaluations and linking it to key business objectives. This integration ensures the effective implementation of ESG requirements at the operational level. Within the residential services industry, robust ESG development is increasingly becoming a critical lever for enhancing customer experience, improving service capabilities, and bolstering long-term platform competitiveness.
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