Mum's Fury Over Card-Only Toilets at Liverpool Shopping Centre
A mother from Liverpool has expressed her profound disgust and embarrassment after being denied access to public toilets at a major shopping centre because she lacked a bank card to pay the mandatory 35p fee. Leanne Gildea, a 32-year-old resident of West Derby, was accompanied by her two young daughters, aged six and 18 months, during the distressing incident at St John's Shopping Centre.
The Incident Unfolds
On Tuesday, February 17, at approximately 11:30 am, Ms Gildea visited St John's Shopping Centre with her children. The family had initially planned a trip to a museum in Liverpool city centre but decided to travel to Southport for the day instead. While waiting in town for a friend before their journey, Ms Gildea thought it would be convenient to use the centre's toilets, located next to the food hall, to prepare her daughters for the trip.
However, upon arrival, she discovered that the facilities operated on a card-only payment system. Ms Gildea, who only had cash with her, offered to pay the 35p fee in coins but was firmly refused entry by staff. She described feeling utterly disgusted at being turned away, especially given the urgent nature of her situation.
Medical Condition Adds to Distress
The situation was particularly difficult because Ms Gildea's six-year-old daughter suffers from incontinence and is under the care of the bladder and bowel clinic at Alder Hey Children's Hospital. The child requires medication and frequent bathroom access, with Ms Gildea typically carrying a backpack full of spare clothes due to her daughter's inability to recognise when she needs to use the toilet.
"My oldest daughter has never been able to go to the toilet properly," Ms Gildea explained. "She's too old to be changed on my knee like a baby in front of everyone in St John's while people are having their dinner. She needs privacy and that's what she was refused. It was really frustrating."
Ms Gildea chose not to explain her daughter's medical condition to staff at the time, feeling it wasn't worth arguing over. She expressed embarrassment at being turned away and eventually relied on the kindness of a stranger who stepped in to pay the 35p charge using his card, allowing the family to access the facilities.
Shopping Centre's Response
A spokesperson for St John's Shopping Centre expressed genuine regret over the incident, particularly given it involved young children with additional medical needs. The spokesperson clarified that the toilet facilities were fully refurbished in 2014, with a small usage charge introduced at that time to offset significant ongoing maintenance costs and address previous issues of misuse.
The charging model has been in place for approximately twelve years, with all revenue reinvested directly into cleaning, maintenance, and monitoring to ensure consistently high standards. The centre emphasised that their facilities operate on a card-only system to support a safer, more hygienic environment by removing risks associated with cash handling.
However, the spokesperson noted that on-site teams are empowered to exercise discretion in circumstances involving young children, accessibility requirements, or urgent needs. The accessible toilet is always available free of charge, and the centre provides complimentary services including sensory toys, adult changing facilities, and emergency feminine hygiene products.
Broader Implications
Ms Gildea highlighted broader concerns about paid toilet facilities, questioning how elderly people who don't carry bank cards might be affected. "Public toilets should be free to use," she asserted, recalling her fear that without the stranger's intervention, her daughter might have had to travel to Southport in dirty clothes.
The shopping centre confirmed they are reviewing this specific case internally to ensure their guidance is being applied appropriately and remain committed to providing a safe, clean, and inclusive environment for all visitors. This incident has sparked renewed debate about accessibility and payment methods in public facilities across urban centres.
