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 and part of a county council responsible for waste disposal.
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 — but 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.
ESB is now replacing legacy systems, consolidating the management and collection of garden waste, residential waste, commercial waste, and bulky waste into a single, streamlined platform.
One of the key successes has been the seamless integration with Cumberland's existing CRM Liberty Create. Working closely with the council's Customer and Digital Team, we developed resident-facing forms that allow citizens to access services on their terms—anytime, anywhere.
At Pentagull, we pride ourselves on being more than just a software provider. We're a local government partner—rooted in the sector, responsive to its challenges, and committed to co-creating solutions that work in the real world.
Shirley Proctor-Dow, Interim Service Manager for Waste Cumberland Council, expressed her confidence in the collaboration, saying, "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."
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's a testament to the power of successful partnerships in achieving common goals.
