Cumberland Council is a relatively new unitary authority, formed in 2023 through local government reform. It brings together three former district councils with waste collection responsibilities.
This unique structure presented both a challenge and an opportunity: how to harmonise services across a diverse geography while improving efficiency and resident experience.
Recognising the need for a single, integrated system, Cumberland’s Waste team initiated a transformation programme. They began with a soft market testing day, inviting a range of suppliers to present their solutions. Pentagull was among them.
At the time, our ESB Waste Management product was still evolving based on customer feedback; however, the Cumberland team saw potential. As one of their officers put it:
“Throughout the procurement process, the Pentagull solution was in the initial stages, but the team provided us with the confidence that they could and would continue to develop what they had to meet the needs of the service.” — Shirley Proctor-Dow, Interim Service Manager for Waste, Cumberland Council.
By the time the procurement was complete, much of the anticipated development had already been delivered. The result? A system that not only met Cumberland’s immediate needs but also offered the reassurance of long-term flexibility, ready to adapt to their evolving goals and challenges.
A Unified Platform for Modern Waste Management
The ESB system is now replacing multiple legacy systems, consolidating the management and collection of garden waste, residential waste, commercial waste, and bulky waste into a single, streamlined platform. This rationalisation is enabling the council to achieve operational consistency, simplify data management, improve service transparency and cut costs.
One of the key successes has been the seamless integration with Cumberland’s CRM, Liberty Create. Working closely with the council’s Customer and Digital Team, Pentagull developed resident-facing forms that allow citizens to access services on their terms—anytime, anywhere. From requesting new bins to managing subscriptions and reporting missed collections, residents now have a consistent and user-friendly experience, regardless of which legacy area they live in.
Behind the scenes, the Waste team benefits from enhanced visibility and data-driven decision-making. Real-time information on service requests, rounds, and performance helps improve responsiveness, reduce duplication, and support strategic planning.
Collaboration at the Heart of Success
For Cumberland Council, the project wasn’t just about technology—it was about partnership. The council needed a supplier that understood local government’s unique pressures and could adapt quickly as priorities evolved.
“The team has a can-do attitude and has been flexible and supportive in working with us to develop a waste management solution that meets our requirements,” says Shirley Proctor-Dow, Interim Service Manager for Waste.
At Pentagull, we take pride in being more than just a software provider. We see ourselves as a local government partner—rooted in the sector, responsive to its challenges, and committed to co-creating solutions that work in the real world. Our approach combines technical innovation with genuine collaboration, ensuring that systems evolve alongside the councils that use them.
Looking Ahead
As Cumberland Council continues to develop as a new unitary authority, the foundations laid through this project are already supporting further innovation. The flexibility of the ESB platform opens doors for future integration with other council systems and for expanding digital self-service capabilities.
The journey of Cumberland and Pentagull is a shining example of what’s possible when councils and suppliers collaborate with trust, transparency, and shared ambition. It highlights how technology, when guided by partnership, can help councils deliver consistent, efficient, and resident-focused waste services—no matter how complex the organisational landscape.
