Division: Service Delivery
Client: Cumberland Council
Client Background
Cumberland Council’s Adult Social Care services support adults aged 18 and over who require assistance due to disabilities, physical or mental health challenges, or other care needs. The primary goal is to help individuals maintain their independence and enhance their quality of life.The Challenges
Cumberland Council approached EBS with a critical need for a managed service that could rapidly
clear a backlog of overdue annual care and support reviews within Adult Social Care. These reviews
were fundamental to ensuring individuals continued to receive appropriate and safe support, and
played a key role in identifying candidates for a forthcoming Extra-Care housing scheme launching
in May 2025. The Council needed a partner capable of delivering a high-volume, high-quality, face-to-face
programme within a very tight 13-week timeframe — without compromising on quality or
consistency.
Consultation
EBS planned a clear and collaborative setup phase to ensure smooth delivery.
• Created a full implementation plan covering start to finish.
• Aligned timelines and process with council stakeholders.
• Used experience from similar social care projects.
• Built flexibility into the plan for real-time feedback and evolving requirements.
Delivery
A dedicated team was deployed to complete the reviews efficiently and to a high standard.
• Appointed 1 Manager, 1 QA Lead, 6 Social Workers, and 1 Support Lead
• Set targets of 4+ reviews per worker per week
• Included 20% contingency for absence or delay
Implementation & Oversight
Swift implementation of a CIN team addressed the lack of capacity within the service. All cases were reviewed, and robust management oversight was provided in week 1.
Timely visits, interventions, and planning with families and multi-agency partners led to the consistent implementation of threshold and effective plans for children. Regular audits, performance reports, and senior management meetings ensured effective communication
and swift resolution of emerging issues.
The Results
The EBS team exceeded expectations on every level, delivering on time, with strong communication, and high-quality outputs. The project not only reduced the review backlog but also provided valuable strategic insight to support future service planning.
- All 200 reviews completed within 13 weeks — 100% face-to-face
- All cases allocated by week 7; 160 reviews completed by then, 144 already quality-assured
- All cases successfully closed before the project deadline
- Final report offered process insights and identified areas for improvement (e.g., DoLS)
- Support extended to out-of-county reviews, with minimal disruption
“Eden Brown delivered all 200 reviews on time and to a high standard. The team was professional, efficient, and easy to work with. A well-managed and highly successful project.” – Dean Graham, Senior Manager, ASC, Cumberland Council