Housing Ombudsman Service statement: IT Security Incident

We are aware of a third-party IT security incident that has impacted our case management system.  

The incident has been contained, and we are working with our external supplier to establish the full facts, including the extent of the data involved.  

We are continuing to investigate whether any personal information has been affected and will provide further updates as soon as we are able. In the meantime, we have reported the incident to the Information Commission. 

As a precaution, we recommend that individuals continue to exercise their usual caution when responding to unexpected communications.

Do not disclose personal information unless you are confident of the identity of the requester and report any suspicious activity to the relevant organisation or authorities.  

Anyone with questions or concerns can contact our Data Protection Officer at DPO@housing-ombudsman.org.uk  

Organisations that can provide support and assistance

 

What happened?

We are investigating unauthorised access to data held within our case management system provided by a third-party supplier. The affected system has been taken offline while the investigation is carried out and appropriate safeguards are put in place.

What information has been affected?

The investigation is ongoing. We are awaiting further information from our supplier to understand the full impact of the incident, including what information may have been affected.

Will I be informed if my information has been affected?

We will keep this under review as the investigation progresses and will contact affected individuals directly where required.

What is the Housing Ombudsman Service doing in response?

We are continuing to investigate the circumstances thoroughly. We have reported the matter to the relevant authorities (including the Information Commission) and engaged technical security experts to support and advise us as part of our response.

What should I do to protect myself?

As you normally would, be cautious of unexpected emails, calls, texts or letters claiming to be from trusted organisations. Do not share personal information unless you are confident of the sender’s identity, and do not click links or open attachments from unknown sources.

You can find more information about how to spot and report suspicious communication on the National Cyber Security Centre website.

Where can I find out more?

You can find the latest updates on this webpage. We will update this page as soon as further information becomes available.

 

Last updated: 16 October 2026 15:00