A representative from Newport has been censured and ordered to undergo additional training after instructing a telephone operative to communicate in English.

Independent member Janet Cleverly uttered these remarks while submitting a report about illegal dumping to the council.

An independent investigation characterised the Bettws ward member’s language as offensive and demeaning, and inconsistent with standards expected of someone in public office.

During a standards committee session at Newport City Council on Thursday April 23, Cllr Cleverly expressed regret and stated she felt deeply ashamed of her behaviour.

During the telephone exchange, the operative had attempted to inform the member about interference on the line and requested she repeat specific details.

The ombudsman’s investigation revealed that Cllr Cleverley cut off the operative and demanded to speak with someone capable of communicating in English.

Shortly afterward, while the operative was still providing clarification, Cllr Cleverly stated she could not comprehend what was being said and insisted the operative speak English.

On the same date – August 9, 2024 – Cllr Cleverly sent an electronic message to the cabinet member overseeing environmental matters.

In her correspondence, she explained she had reported illegal tipping that morning and encountered difficulties with the operative’s language abilities, questioning why such a person would be positioned at a call centre, noting she supported equal opportunities but felt the conversation had been problematic after multiple repetitions and spellings.

A customer services manager reviewed the recorded conversation and raised concerns about the member’s unjustified manner.

The council’s monitoring officer subsequently informed Cllr Cleverly he would be examining the situation.

He noted his view that the operative’s English was clear, and that the member’s remarks were either deliberately or unintentionally based on racial prejudice and discriminatory.

The ombudsman’s report indicated the operative was visibly distressed about the incident, yet subsequently distanced themselves from the investigation.

Cllr Cleverly subsequently informed the ombudsman’s office she had experience working alongside Black and minority ethnic communities throughout her career in youth and community development, and maintained numerous friendships across these communities.

She attributed the telephone interaction to poor line quality and expressed sorrow if she had caused upset to the operative, clarifying this had not been her aim.

The ombudsman established that the member had previously participated in training on the council’s member code of conduct, as well as sessions addressing equality and equal opportunities.

The member’s remarks during the call were found to be unwarranted, insulting and degrading – while the operative had remained courteous and amicable, demonstrating competent English skills, according to the ombudsman.

The regret expressed was considered positive, though the standards committee needed to determine whether Cllr Cleverly had violated the code of conduct.

Segments of the committee proceedings were conducted privately to safeguard the operative’s identity, who was not in attendance.

Cllr Cleverly informed the panel she felt deeply embarrassed by her conduct that day, acknowledging she had struggled to hear the operative throughout the conversation.

Cllr Kevin Whitehead, representing the Bettws ward independents, described the telephone interaction as reflecting poor manners from his colleague but disputed any implication of racial motivation.

He stated there appeared to be no deliberate ill intent, merely a failure in etiquette and professionalism.

He further noted that Cllr Cleverly – who had demonstrated considerable remorse – possessed an extensive record of supporting young people and the Bettws community, and had received messages of support from individuals of varied backgrounds.

The committee determined that Cllr Cleverly had contravened three sections of the council’s member code – concerning equality, respect and consideration for others, and conduct likely to bring the authority into disrepute.

Chairman Andrew Mitchell stated the deeply troubled panel had contemplated suspension, but opted instead to issue a formal censure and mandate that Cllr Cleverly complete further training without delay.

The council’s deputy monitoring officer had previously clarified that a censure constitutes an official reprimand.