Thousands of residents living in homes managed by L&Q Housing have been warned to remain vigilant following a major cyber attack that exposed sensitive personal communications.
The housing association, which manages a significant portfolio of affordable homes across Trafford, London, the south east, and the wider north west, confirmed that hackers successfully gained unauthorized access to its systems last week. The breach specifically targeted emails and webform messages submitted by approximately 12,000 residents.
In an urgent notification sent to affected individuals on Friday, September 25, the company warned that the exposed data includes email addresses and the contents of messages sent through their online portals. While L&Q stated that it has received no reports of malicious use of this information to date, it explicitly cautioned residents that there is now an “increased risk of fraud attempts and phishing” as a result of the incident.
Fiona Fletcher-Smith, Chief Executive at L&Q, apologized for the worry caused by the breach. “As soon as we detected the issue, our Information Security team took immediate steps to isolate and secure our website,” she said. “We are carrying out a comprehensive investigation to understand how this happened, and ensure we can restore the site safely and securely as soon as possible.”
Crucially, the company maintains that the impact is limited to its web-based contact systems. L&Q claims that its “wider operating systems,” which house more sensitive data such as full personal details, tenancy agreements, financial information, and records relating to suppliers and partners, remain secure and unaffected by the hack.
As a result of the ongoing investigation, the L&Q website and all associated online resident services have been taken offline. The provider warned that these services may remain unavailable “for some time” while the company ensures that a full restoration can be conducted securely. In the interim, residents are being directed to communicate with the company via telephone or standard email.
L&Q has issued strict security advice to those affected, urging them to exercise extreme caution with unsolicited contact. Residents have been told that L&Q staff will never request bank details to verify their identity. Furthermore, tenants have been advised not to allow anyone into their homes claiming to be from the housing association without a prior, confirmed appointment.
If a resident is approached by someone claiming to be an L&Q operative, they are encouraged to verify the visitor’s legitimacy by calling the company’s official contact centre. Similarly, the company has warned residents against clicking on links or opening attachments from unknown or suspicious email senders.
The Local Democracy Reporting Service has contacted Greater Manchester Police regarding the incident as the investigation continues.
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