This framework provides organisations with a structured, governance-ready and practical approach to planning, managing, delivering and evaluating social media engagement, resident communication and digital campaign activity across the social housing and public sector landscape. Designed to strengthen transparency, customer influence, community engagement and digital inclusion, the framework supports organisations to move beyond reactive social media management and develop meaningful, measurable and resident-focused communication strategies. It includes campaign planning tools, content calendars, platform strategies, engagement performance tracking, accessibility and inclusion considerations, sentiment monitoring, GDPR and governance guidance, “You Said, We Did” accountability measures and digital engagement dashboards. Suitable for operational teams, communications professionals, customer influence teams and senior leaders alike, the framework helps organisations deliver accessible, responsive and impactful social media engagement aligned to modern UK housing standards and customer expectations.