MPs have demanded answers from the Housing Ombudsman following a cyberattack affecting its case management system, amid concerns that residents’ personal information may have been compromised. The House of Commons Housing, Communities and Local Government Committee published a letter on 29 October 2026 from its chair, Abena Oppong-Asare MP, to interim Housing Ombudsman Andrea Keenoy. The committee is seeking details of the incident, the information potentially exposed and the support available to residents.
MPs question security of residents’ information
The committee said residents provide sensitive information when asking the Ombudsman to investigate complaints about landlords. It wants to know how many people may have been affected, what categories of data were involved and whether any compromised information has been disseminated or published online. It has also requested details of the organisation’s response and the measures intended to rebuild public confidence.
Ombudsman confirms unauthorised access
The Housing Ombudsman disclosed on 13 October that a third-party IT security incident had affected its case management system. The organisation said the incident had been contained, the affected system taken offline and specialist advisers engaged. It reported the matter to the Information Commissioner. Its investigation into the extent of the data involved is continuing.
Some contact details may have been copied
In a notification issued on 13 October, the Ombudsman said some contact details, including names, addresses and telephone numbers, may have been copied from its system. It has not confirmed that all residents were affected, that complete complaint files were taken or that information has been published online. The distinction matters while investigators establish the scope of the unauthorised access.
Committee seeks timeline and supplier checks
MPs have asked when the incident began, when it was contained, when the Ombudsman became aware of it and when the data regulator was informed. They have also sought information about the security assessment and due diligence undertaken before the external IT supplier was appointed. Those questions are part of parliamentary scrutiny and are not findings of wrongdoing.
Complaints services disrupted
The incident has interrupted online access to the Ombudsman’s complaints services, including its webform, webchat and landlord portal. The service says it is handling enquiries and cases where possible and informing people when it cannot. Residents can contact the Ombudsman at info@housing-ombudsman.org.uk or on 0300 111 3000. The committee has asked whether the disruption will delay ongoing casework.
Advice for residents
The Ombudsman advises residents to be cautious about unexpected calls, emails, texts or letters requesting personal information. People should independently verify the identity of anyone claiming to represent the service. Questions about personal data can be directed to DPO@housing-ombudsman.org.uk. The Ombudsman says it will contact affected individuals directly where required as the investigation progresses.
Response requested by 10 November
The committee has requested a response by 10 November 2026. That is a deadline for answering MPs’ questions, not a confirmed date for restoring systems or completing the investigation. The number of people affected and the full extent of any data compromise remain unconfirmed.