Dear Rebecca: We at Stroud have adopted a method of systems development which identifies what are known as Systems Thinking (see work of John Seddon and PAS work with Richard Davis). We have found that a thorough supplementary planning advice on validation is important, but it remains bland, and only used by professional. We have sought to reduce the invalids in two ways. 1. we offer to pre-vet all applications on our customer service centre (opperated by planning technicians). This has reduced the number of mistakes that can be rectified immediatly... red lines, signatures, block plans. 2. we have made use of YouTube to create a set of VERY simple videos which show people how to fill in the forms. We have found that whilst language in itself is not a barrier, the way people learn and assumulate information is. For example, if a person has difficulty filling in a form, what sense is there in giving them further written instructions? Explaining in plain spoken terms seams to help... Have a look at our website for links to the videos http://www.stroud.gov.uk/info/planning/planning_videos.asp they are basic, but clients tell us they help... If you need to discuss... give us a call... You still can't help those that won't listen though. Phill
