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A grandson who shared a video of his grandmother being refused a hot drink by a Meals on Wheels worker said he did so to show what the service was like.

The video, posted to Facebook by Lewis Jones, 20, from Llanbradach, has now been viewed more than 40,000 times, bringing sharp criticism from people.

It has prompted the chief executive of Caerphilly County Borough Council to issue an apology and a promise to offer “appropriate” support.

Mr Jones explained that his 70-year-old grandmother, Jane McTighe, who also lives in Llanbradach, has had several falls in recent years. She recently had up to four carer visits a day before the council, after an assessment, reduced it to two and then to just a Meals on Wheels visit.

In the video, the Meals on Wheels worker can be heard complaining to her supervisor on the phone about being requested to get a coffee for Mrs McTighe.

She says: “I’m not supposed to be doing all this, am I?”

Her supervisor replies: “Well no, not unless she’s giving you f*****g £50 for Christmas.”

CCTV was installed by the family at her home after a severe fall just over a year ago which left Mrs McTighe hospitalised.

Mr Jones said: “My grandmother struggles to understand who is coming in and out of the house, so she didn’t understand that Meals on Wheels can’t or won’t provide a drink – whatever their job description or contract is.

“There are CCTV stickers all over the front door, and in the flat itself, the camera is not hidden at all.

“My grandmother has been in and out of hospital quite a lot over the past couple of years. With the carers being reduced, she falls quite often so we needed something in place to make sure she was okay when we can’t get to the flat.”

Mr Jones continued: “My mother walked in and could see my grandmother was visibly upset. She saw the Meals on Wheels person sat in her van after she had left, so she knew she had just been there. That’s why we checked the cameras, because my grandmother couldn’t explain.”

Caerphilly County Borough Council was contacted by the family after the incident on December 23 and the family are in contact with officials. They have also raised the issue with Caerphilly Member of Parliament Wayne David.

Asked why he thought it was important to share the footage online, Mr Jones replied: “I understand she’s not a carer with Meals on Wheels, but it was the attitude of that person and taking that phone call in my grandmother’s home where she was able to hear it.

“That left her upset and I think it was important to share what these services are doing to vulnerable people in their own home.

“It was quite clear she was not concerned about the amount of fluids she was taking on or if she could burn herself, it was quite clearly a case of ‘I’m not getting paid for this – I’m not doing it’.

“I’m an annoyed grandson, just letting people know what these services are like in my grandmother’s experience.”

Council apology

Following the video’s release on Facebook, Christina Harrhy, Caerphilly County Borough Council’s chief executive, issued an apology.

She said: “This behaviour is completely unacceptable and I want to assure our residents that this is an isolated incident and does not reflect the high quality service provision we offer our communities.

“I wish to offer my sincere apologies to Mrs McTighe and her family for the distress caused. I would also like to offer my personal assurance that this incident will be addressed promptly and in accordance with council policies and procedures.

“Senior officers will make contact with Mrs McTighe to offer her a personal apology and we will also seek to discuss her needs and offer her appropriate support.”