Housing Ombudsman Service statement: IT Security Incident update 11 November 2026

Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

Today’s update is to let you know that we will begin our recovery work shortly to get our case management system back online. Our approach will be cautious, controlled, and continuously reviewed. Our cyber security experts will continue to test our systems during this time to ensure the system is fully safe and secure.

In the time our case management system has been offline, our third-party supplier has put in extra security measures to the system. We have also added further security protections.

If we have contacted you about an existing case during this period, there is no need to take any further action. Your case remains active, and we will continue to progress it as our systems come back online.

What you can do   

As a matter of best practice, we recommend you remain vigilant for any unexpected emails, text messages, telephone calls, or correspondence requesting personal information or asking you to take urgent action.

Do not click on links or open attachments from unknown sources, and always verify the identity of anyone claiming to represent a trusted organisation before sharing information.

If you have any concerns about the incident, you can contact our team at incidentenquiries@housing-ombudsman.org.uk. If you have already submitted a query to this email or our Data Protection Officer (DPO), we are working through these and will respond to you shortly. There is no need to send another query.

We will soon begin contacting anyone who has sent an enquiry to our DPO or the Incident Enquiries email address. We will also contact anyone else we believe should be notified to inform them of how they may be affected. We will update the website again when this process is complete.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at info@housing-ombudsman.org.uk  or call us on 0300 111 3000.

We are sorry for any ongoing inconvenience. We will continue to update you as our investigation and recovery progresses.