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An independent councillor from Newport has been formally reprimanded after instructing a council call handler to “speak English” during a telephone conversation. Janet Cleverly, representing the Bettws ward, made the remarks while reporting a fly-tipping issue to Newport City Council. Following an investigation by an ombudsman, her comments were described as “derogatory and humiliating” and deemed inappropriate for an elected official.
The incident arose when the call handler mentioned “disruptive sounds” on the phone line and requested Cleverly to repeat certain details. According to the ombudsman’s report, the councillor interrupted by asking, “I’m sorry, can I speak to somebody who’s speaking English?” Later in the call, when the call handler sought further clarification, Cleverly said, “Sorry? I can’t understand anything you’re saying. Speak English.” Later that day, Cleverly emailed the council’s cabinet member for environmental matters expressing frustration, stating that despite repeated attempts to provide information, the call handler misunderstood her.
Concerns were raised after a customer services manager reviewed the recorded call and noted the councillor’s “unnecessary” tone. A council monitoring officer assessed that the call handler’s English was fluent and concluded that Cleverly’s remarks were “consciously or otherwise, racially motivated” and “discriminatory.” The call handler reportedly felt “very emotional and upset” by the encounter but later withdrew from the investigation.
During the subsequent committee hearing, which included private sessions to protect the call handler’s identity, Cleverly expressed regret over her behavior. She told the panel, “I was absolutely mortified by my actions that day” and explained that she had worked extensively with black and minority ethnic communities as a youth and community worker, mentioning she had “lots of BME friends.” The committee ultimately ruled that she had breached three areas of the council’s code of conduct concerning equality, respect, consideration for others, and conduct that could be viewed as disreputable. As a result, she has been required to undergo additional training
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