Councillor Apologises for Telling Call Handler to Speak English

An independent council member faced disciplinary action after instructing a call handler to use English. Janet Cleverly, representing the Bettws ward, made the remarks during a conversation about a fly-tipping incident with Newport City Council. The ombudsman’s investigation described her words as “derogatory and humiliating,” and “not what is expected of an elected member.”

Cleverly expressed remorse to a council standards committee, admitting she was “mortified” by her actions. During the call, the handler attempted to explain “disruptive sounds” on the line and requested her to repeat details. According to the report, Cleverly interrupted, asking:

“I’m sorry, can I speak to somebody who’s speaking English?”

Minutes later, she added:

“Sorry? I can’t understand anything you’re saying. Speak English.”

Later that day, Cleverly sent an email to the council’s cabinet member overseeing environmental matters. She wrote:

“I am all for equal opportunity but this person took all my information wrong after I had to repeat everything 3-4 times and spell everything lots of times.”

A customer services manager reviewed the recording and raised concerns about her “unnecessary” tone, triggering a formal review.

A council monitoring officer stated the call handler’s English was fluent, and Cleverly’s remarks were “consciously or otherwise, racially motivated” and “discriminatory.” The handler was “very emotional and upset” over the incident but withdrew from the investigation. Cleverly explained she had “worked in BME communities” and “lots of BME friends,” calling the call a “really bad line” and apologising for any distress caused.

Part of Thursday’s committee hearing was held in private to shield the call handler’s identity, who was absent. Cleverly told the panel:

“I was absolutely mortified by my actions that day.”

The committee determined she had violated the council’s code of conduct in three areas: equality, respect, and disreputable behavior.