This framework provides organisations with a robust and practical structure for planning, managing, delivering and evaluating resident surveys linked to customer satisfaction, service improvement, tenant engagement, building safety, repairs, complaints, neighbourhood services, community investment and wider customer influence activity. The framework supports organisations to move beyond simple survey distribution by ensuring surveys are accessible, inclusive, representative, insight-driven and aligned to modern regulatory expectations. It includes survey planning tools, question development worksheets, equality and inclusion considerations, demographic monitoring, promotion and awareness planning, risk management prompts, GDPR and data protection guidance, analysis frameworks, reporting structures, customer influence tracking and “You Said, We Did” accountability measures. Designed for operational teams, customer influence professionals, governance functions and senior leaders alike, the framework helps organisations demonstrate meaningful resident engagement, evidence-based decision-making, transparency and continuous improvement across the social housing sector.