- Community substance misuse service
Forward Leeds - Kirkgate
Assessment report published 18 September 2026
Contents
Ratings - Community-based substance misuse services
Our view of the service
We inspected Forward Leeds - Kirkgate on 12 and 13 May 2026.
Forward Leeds is a partnership organisation in Leeds which provides support for adults and young people, who require support with alcohol or drug misuse. The service operates from three hubs in the Seacroft, Armley and Kirkgate areas of the city. It had approximately 4000 active clients at the time of inspection. It employed approximately 350 staff.
The service has been registered with the Care Quality Commission since April 2023 to carry out the following regulated activities:
- Treatment of disease, disorder or injury.
- Diagnostic and screening procedures.
The provider works with several partner organisations by subcontracting them to deliver different areas of the service but remains the main contract holder. This includes the local NHS Mental Health Trust, who support clients with a dual diagnosis of mental health issues and substance misuse problems and provide midwifery and hospital in reach services.
There are also two charities who support the family intervention work, harm reduction work, alcohol detoxification and assertive outreach.
At this inspection we assessed all 34 quality statements. We rated the service as outstanding because:
- There was a truly holistic team approach to assessing, planning and delivering care and treatment to people who used services.
- There were effective referral and admission processes in place. The service was proactive in raising awareness about the service and ensuring people within the area could access treatment. This included people less likely to access the service.
- The service was very proactive in the recruitment and training of volunteers.
- We found the continuing development of staff skills, competence and knowledge was recognised as being integral to ensuring high-quality care. Staff and volunteers were proactively supported to acquire new skills and share best practice.
- Feedback from people who used the service, those who were close to them and stakeholders was continually positive about the way staff supported people. Clients we spoke with told us staff went the extra mile and the care they received exceeded their expectations.
- Staff had close links with external agencies and stakeholders. The systems to manage and share the information that was needed to deliver effective care were fully integrated and provided information across teams and services. This was reflected in a range of joint working arrangements which help to provide joined up care.
- The involvement of other organisations and the local community was integral to how services were planned and ensured that services met people’s needs. There were innovative approaches to providing integrated person-centred pathways of care that involved other service providers, particularly for vulnerable people within the community or those least likely to access the service.
- Leaders had a very good understanding of the services they managed and could explain clearly how teams worked to provide high quality care.
- Staff were extremely positive about managers and leaders, describing them as visible, supportive, and approachable.
- Staff and leaders at all levels could describe and give examples of innovations and quality improvements initiatives which were in place and how they helped shape and improve client care.
People's experience of this service
Feedback from clients was overwhelmingly positive. Clients said they felt safe and supported. They said the environment was safe, clean and well-maintained. Clients told us they were grateful for the care and treatment they received. One client said: “I’ve got no words to describe how helpful staff have been to me”. Another said: “I wouldn’t be here if it wasn’t for staff- they have always treated me with dignity and respect and they have saved my life”.
Clients unanimously told us that staff were responsive and always made the time to see them. One client told us “Staff always make time to see me even if it is at short notice. Another client said: “Staff do absolutely anything I need, I can always contact them for support.” Clients fed back that contact was not just restricted to appointment times and gave examples of how staff made time to see them when they needed.
All clients’ said staff were kind, caring and professional. They described how staff considered their individual needs and preferences when caring for them. Clients told us that they were involved in their care and that they attended meetings where they were able to give feedback.
Clients told us how staff helped them develop individual goals within their recovery plans.
They also described how they received praise from staff about progress and milestones of abstinence or reducing their alcohol or substance use.
Feedback about communication was very positive. Clients consistently highlighted staff’s proactive and supportive communication. They confirmed that staff always contacted them following missed appointments and regularly signposted them to other services or support groups in the community.
Clients were complimentary about the range of group and individual sessions available to them. They praised the group facilitators and found the peer-to-peer support within group sessions to be extremely beneficial to them.
Client’s spoke positively about opportunities for volunteering within the service after they had completed treatment. Some clients told us they intended to volunteer and that staff had conversations with them explaining how to do so and what this involved.
No clients raised any concerns or provided negative feedback about the service.
Carers described good communication. They told us staff kept them well informed, with one carer saying: “it’s helpful to hear from Forward Leeds so I know the full picture- they are also happy for me to call them”.
Carers felt that staff treated clients with kindness and compassion. One carer said: “I couldn’t ask for more, they’re great with them”. Another responded with “Absolutely, I can’t speak highly enough of them.”
Carers also described a high degree of flexibility around appointment times and other aspects of care, with one carer telling us: “There is complete flexibility” and “They receive whatever support they need, whenever they need it”.