Councillors impose ban on jargon

Council staff in a London borough have been banned from using jargon when speaking to members of the public.

Harrow Council, in north-west London, has ordered its staff not to use phrases such as "the public realm" and "civic amenity sites".

Cllr Paul Osborn said residents wanted to hear plain speaking.

The move is part of the authority's new standards of service in how it deals with phone calls, emails and visits from the public.

'Baffling acronyms'

"We are now working to ensure that council terms, which can include all sorts of baffling acronyms, don't get used when we talk to the public," said Cllr Osborn.

"Every organisation uses jargon to some degree, but we know that councils have been among the worst offenders in the past"
Cllr Paul Osborn

"Every organisation uses jargon to some degree, but we know that councils have been among the worst offenders in the past."

Under the new guidelines, controlled parking zones (CPZs) will be called permit parking, or double yellow lines, and "the public realm" will simply be called streets, parks, or pavements.

Similarly, civil enforcement officers, school crossing patrollers and civic amenity sites will be replaced by traffic wardens, lollipop ladies and rubbish tips.

The council has also pledged to answer phone calls within 30 seconds and answer emails within 24 hours.

It also wants to make sure that people who go to council buildings are seen by staff within 15 minutes.