𝓤𝓷𝓲𝓽𝓮𝓭 𝓝𝓮𝔀𝓼

A councillor who told a call handler to “speak English” during a complaint about fly-tipping has been formally censured and ordered to complete further equality training. Janet Cleverly, who represents Bettws ward in Wales as an independent, made the remarks during a phone call with Newport City Council’s contact centre while reporting environmental issues. She later apologised, telling a standards committee she was “mortified” by her behaviour.

WalesOnline reports that the incident happened on August 9, 2024, during a call in which the handler was trying to manage background noise and asked Cllr Cleverly to repeat details to ensure accuracy. According to findings from the Public Services Ombudsman for Wales, the councillor interrupted the call handler, saying: “I’m sorry, can I speak to somebody who’s speaking English?” She later demanded: “Sorry? I can’t understand anything you’re saying. Speak English!”

After the call, Cllr Cleverly also emailed a cabinet member to complain, claiming she had to repeat and spell information several times and claiming that the staff member “could not speak English properly”.

A customer services manager reviewed the recording and raised concerns about her tone and approach. The council’s monitoring officer, Gareth Price, later said the call handler’s English was fluent and Mr Price described the comments as discriminatory in nature.

The call handler was reported to have been left upset and emotional following the exchange, though they later withdrew from the investigation process.

Cllr Cleverly told the investigation she did not intend to cause offence and she suggested there may have been issues with call quality.

She also pointed to her past work with diverse communities and she noted that she had previously completed equality and conduct training through the council.

However, the Ombudsman concluded her comments were “unwarranted, derogatory and demeaning”, noting that the call handler had been polite and clear throughout the conversation.

The standards committee ultimately found that Cllr Cleverly had breached the council’s code of conduct, including rules relating to equality, respect for others and bringing the authority into disrepute.

While suspension was considered, members instead opted for a formal censure and ordered that she undertake additional training without delay.