Councillor apologises for telling call handler to speak English

Independent councillor Janet Cleverly has been reprimanded and required to undergo additional training after she directed a call center operator to “speak English” during a conversation with Newport City Council. The incident occurred when Cleverly was reporting a case of fly-tipping, and the call handler attempted to clarify details about disruptive sounds on the line.

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

The ombudsman’s report described her remarks as “derogatory and humiliating,” stating they fell short of the standards expected of an elected official. Cleverly expressed remorse to the council standards committee, admitting she was “mortified” by her actions. She claimed the call handler misunderstood her information after repeating it multiple times and spelling words extensively.

A customer services manager reviewed the recorded conversation and noted concerns over Cleverly’s “unnecessary” tone, leading to an investigation. The council’s monitoring officer highlighted that the call handler’s English was fluent, suggesting Cleverly’s comments were “racially motivated” and “discriminatory,” whether intentional or not.

Following the incident, Cleverly sent an email to the council’s cabinet member, emphasizing her support for equal opportunity. She also mentioned her experience working with Black and Minority Ethnic (BME) communities and having “lots of BME friends.” During a private portion of Thursday’s committee hearing, the call handler’s identity was protected, as they were not present.

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

The council found Cleverly had violated three areas of its code of conduct: equality, respect, and consideration for others. The call handler, though emotional and upset, eventually withdrew from the investigation. Cleverly apologized if her words had caused distress, stating it was “not my intention.” The dispute highlights ongoing tensions around language and communication in public service interactions.