Newport City Councillor Janet Cleverly has been reprimanded and apologised for making discriminatory remarks to a council call handler from Sri Lanka, demanding she 'speak English'. An investigation found her comments were racially motivated and breached the council's code of conduct.
Newport City Council lor Janet Cleverly has issued a formal apology after making deeply inappropriate and discriminatory remarks to a council call handler from Sri Lanka .
The incident, which occurred in August 2024, involved Cleverly repeatedly demanding the handler 'speak English' despite the handler’s demonstrably fluent English skills. The call was made while reporting a fly-tipping incident, and quickly devolved into a display of impatience and prejudice.
The handler, who had only been employed by the council for four weeks after relocating to the UK from Sri Lanka in 2022, was attempting to navigate a routine call while experiencing some background noise and seeking clarification on certain details. Cleverly’s response was not to patiently re-explain, but to express frustration and demand a different operator, specifically one who 'speaks English'. This demand was repeated, further compounding the offensive nature of her comments.
Following the call, Cleverly also sent an email to a cabinet member, reiterating her complaint about the handler’s English proficiency and expressing dissatisfaction with the information-gathering process, claiming she had to repeat and spell out details multiple times. The incident came to light after a customer services manager reviewed a recording of the call and raised serious concerns about Cleverly’s tone and behaviour. Despite the call handler not wishing to formally lodge a complaint, the manager’s concerns triggered an investigation.
A council monitoring officer meticulously assessed the call recording and determined that the handler’s English was, in fact, fluent and that Cleverly’s comments were either consciously or unconsciously racially motivated and discriminatory. The customer service team manager described Cleverly’s behaviour as ‘derogatory’ and ‘highly inappropriate’, highlighting the significant emotional impact on the handler, who was left feeling ‘belittled and inferior’ and questioning her competence.
Cleverly attempted to defend her actions to the ombudsman, claiming to have ‘lots of BME friends’ and attributing her behaviour to a ‘really frustrating’ phone call, while also disputing the handler’s clarity of speech. However, she ultimately expressed remorse and stated she felt ‘absolutely awful’ about causing distress. The hearing regarding this matter was partially conducted in private to protect the identity of the call handler, who chose not to attend.
The committee investigating the incident found that Cleverly had violated three key areas of the council’s code of conduct for members: equality, respect and consideration for others, and disreputable conduct. Ombudsman Michelle Morris concluded that Cleverly’s ‘underlying motivation’ stemmed from her initial irritation with the handler’s manner of speaking. While some colleagues, such as Councillor Kevin Whitehead, acknowledged a ‘lack of etiquette’ but questioned the presence of racial intent, the panel ultimately agreed with the findings of the investigation.
The panel considered a suspension but ultimately opted for a formal censure – a formal reprimand – and mandated that Cleverly complete additional training. This decision reflects the seriousness of the offence and the council’s commitment to fostering a respectful and inclusive environment. The case serves as a stark reminder of the importance of treating all individuals with dignity and respect, regardless of their background or accent, and the potential consequences of discriminatory behaviour, even in seemingly minor interactions.
The incident has sparked a wider conversation within the council about unconscious bias and the need for ongoing training to promote equality and inclusivity
Newport City Council Councillor Discrimination Racism Apology Ombudsman Call Handler Sri Lanka Equality
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