Newport City Councillor Janet Cleverly has issued a formal apology after making discriminatory remarks to a council call handler from Sri Lanka, demanding she “speak English.” The incident occurred in August 2024 and has resulted in a formal reprimand.

Incident Details

The incident began while Cleverly was reporting a fly-tipping incident. Despite the handler’s demonstrably fluent English skills, Cleverly repeatedly demanded she “speak English.” The call handler, who had been employed by the council for four weeks after relocating from Sri Lanka in 2022, was experiencing some background noise and seeking clarification.

Escalation and Email Complaint

Cleverly’s frustration led her to demand a different operator, specifically one who “speaks English.” Following the call, she sent an email to a cabinet member reiterating her complaint about the handler’s English proficiency and expressing dissatisfaction with the information-gathering process.

Investigation and Findings

A customer services manager raised concerns after reviewing a recording of the call. An investigation by a council monitoring officer determined that the handler’s English was fluent and Cleverly’s comments were racially motivated and discriminatory. The customer service team manager described Cleverly’s behaviour as ‘derogatory’ and ‘highly inappropriate’.

Councillor's Defence and Remorse

Cleverly initially attempted to defend her actions, claiming to have “lots of BME friends” and attributing her behaviour to a “really frustrating” phone call. However, she ultimately expressed remorse, stating she felt “absolutely awful” about causing distress.

Council Response and Outcome

The investigating committee found that Cleverly had violated the council’s code of conduct in areas of equality, respect, and disreputable conduct. Ombudsman Michelle Morris concluded that Cleverly’s “underlying motivation” stemmed from her initial irritation.

Formal Censure and Training

While a suspension was considered, the panel opted for a formal censure – a formal reprimand – and mandated that Cleverly complete additional training. This decision underscores the council’s commitment to a respectful and inclusive environment.

The case highlights the importance of treating all individuals with dignity and respect and the consequences of discriminatory behaviour.