Wirral residential substance misuse service rated ‘Outstanding’

The Care Quality Commission (CQC) has upgraded Phoenix Futures Wirral Residential Service in Birkenhead from Good to Outstanding following an inspection carried out in January 2026.

The service, operated by Phoenix House, is part of the Phoenix Futures charity and provides residential support for up to 35 people recovering from drug or alcohol dependency through a therapeutic community model.

The inspection formed part of CQC’s routine monitoring programme.

Following the inspection, the service was rated:

• Overall: Outstanding (up from Good)
• Caring: Outstanding (up from Good)
• Well-led: Outstanding (up from Good)
• Safe: Good
• Effective: Good
• Responsive: Good

Inspectors found a strong person-centred culture, with staff providing compassionate and tailored support to help people achieve their recovery goals. Care included individual and group therapies, alongside activities designed to build confidence, independence and everyday life skills.

The inspection also found that staff completed comprehensive assessments before admission, worked with partner agencies to plan ongoing accommodation, and supported people who left the programme early to reduce the risk of relapse or homelessness.

The service operates a specialist prison fast-track programme, enabling people to move directly from prison into residential treatment, helping to maintain continuity of care during a key stage of recovery.

Inspectors also found:

• Staff were highly motivated and consistently demonstrated compassion and respect.
• Care plans were personalised, recovery-focused and regularly reviewed.
• People had access to specialist physical healthcare through regular on-site GP clinics.
• Staff were confident in recognising and responding to safeguarding concerns.
• Commissioners and partner organisations praised the service for its advocacy and collaborative working.
• The service was recognised as an example of good practice, with staff sharing their expertise with other organisations through learning events and service open days.

CQC concluded that the service delivers high-quality, person-centred care and has established itself as a model of good practice within residential substance misuse services.

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