This framework provides organisations with a structured and governance-ready approach to planning, delivering, managing and evaluating resident service surveys linked to repairs, maintenance, neighbourhood services, customer service, building safety, complaints handling, tenancy services, grounds maintenance, waste services, digital access and wider customer experience activity. The framework supports organisations to move beyond simple satisfaction scoring by capturing meaningful customer insight, resident experience, service performance trends, accountability and measurable improvement outcomes. It includes survey planning tools, question development worksheets, equality and inclusion considerations, demographic monitoring, communication and promotion planning, GDPR and data protection guidance, sentiment and insight analysis frameworks, reporting structures, “You Said, We Did” accountability tracking and service improvement dashboards. Designed for operational teams, customer influence professionals, governance functions and senior leaders alike, the framework helps organisations strengthen transparency, evidence resident influence and drive continuous improvement aligned to modern UK social housing expectations and regulatory standards.