A comprehensive digital engagement measurement and performance framework designed for Housing Associations, Local Authorities, ALMOs and wider social housing providers across the UK.

This framework provides organisations with a robust structure to plan, monitor, evidence and evaluate digital engagement activity across websites, social media channels, resident portals, customer consultations, digital communications and online co-design activity. It has been developed to support transparency, customer influence, accessibility, digital inclusion and evidence-based service improvement across the social housing sector. The framework enables organisations to move beyond simple vanity metrics and instead capture meaningful engagement, resident participation, customer sentiment, influence outcomes and measurable organisational impact. It includes detailed tracking templates, KPI structures, equality and inclusion monitoring, customer trust indicators, accessibility considerations, “You Said, We Did” accountability measures, dashboard reporting structures and governance-ready insight tracking aligned to UK regulatory expectations, Tenant Satisfaction Measures and modern customer engagement standards.