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Inspection Summary

Overall summary & rating


Updated 26 March 2019

About the service: Highwater House provides accommodation and personal care for up to 22 people who have been homeless or are at risk of being homeless. People accommodated have a mental health disorder and a drug and/or alcohol dependency. The service is situated in the centre of Norwich.

People’s experience of using this service:

People at Highwater House received outstanding care and were supported by a staff team that were committed, passionate and knowledgeable. People were treated with exceptional kindness and people were extremely positive about the care they received.

The staff team were highly motivated and there was a strong commitment from the organisation on the development of their competence and knowledge and on ensuring that they felt valued.

People were at the very heart of the service and staff were really proud of what people had achieved. People had strong relationships with their keyworkers. There was a mutually respectful culture and people were involved in how the service was run at every opportunity.

The staff team embraced new initiatives and the feedback that we received evidenced that outcomes people experienced on their physical and mental wellbeing were exceptional.

The service worked in partnership with other organisations to share awareness of the client group and to ensure effective, joined up care.

Staff encouraged and supported people to take part in a wide range of activities which promoted their self-esteem and wellbeing. Staff were creative in ensuring that people were engaged and stimulated. There were good community links and people accessed the community regularly.

Effective management systems were in place to safeguard people and promote their wellbeing.

The management team provided a high-quality, person led service with a strong emphasis on continual improvement and best practice.

Rating at last inspection: Good (report published 09 May 2016)

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor all information received about this service to ensure that the next planned inspection is scheduled accordingly.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 26 March 2019

The service was safe.

Details are in our Safe findings below.



Updated 26 March 2019

The service was effective.

Details are in our Effective findings below.



Updated 26 March 2019

The service was exceptionally caring.

Details are in our Caring findings below.



Updated 26 March 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 26 March 2019

The service was exceptionally well-led.

Details are in our Well-Led findings below.