A senior citizen who suffered a broken ankle due to a pothole in a public parking lot claims the council refused to acknowledge the issue, despite repairing 15 potholes in the same location shortly after her incident.

Penny Gibbons, 71, was left howling in agony after tripping in the pothole-ridden car park of Slough Crematorium when she was helping at a funeral.

Her injury – confirmed as a break in hospital – led to a year of pain which was so severe she could not even sleep.

Frustrated by the response, she reported that when she approached Slough Borough Council, her complaints were ignored for three years before they ultimately denied responsibility, arguing that no previous issues had been reported.

Throughout her pursuit of justice, she received emails revealing that ten days after her fall, an order was placed to fill the 15 potholes following an incident where “a member of the public fell over and broke their ankle.”

Mrs. Gibbons, a grandmother, expressed her anger toward the council for both ignoring her complaints and denying accountability, even though they acknowledged the car park was routinely inspected.

She finally received a response from the council in February this year, only after reaching out to her local MP in Stanwell, Middlesex, as well as the Slough MP, in addition to the leader and chief executive of Slough council.

So much time has elapsed that even her solicitors – who had told her she could expect to receive £7,500 in compensation – had given up on the case.

The council ultimately told Mrs Gibbons – via their Suffolk-based claims handler – that as ‘no reports or complaints about the location had been received by the Slough Crematorium prior to your report’ in the 12 months of data they viewed, no compensation would be due.

The retired secretary said: ‘I had to take matters into my own hands. And now I have a file of documents as thick as my waist. I went through 14 stages before I got their answer!

‘It’s disgraceful, and I told them all – ‘shame on you’ in an email. Would they want their own mother or grandmother to go through this?’

Mrs Gibbons – who lives with her daughter, son in law and two grandchildren – had the accident back in May 2022.

‘Lots of people saw me trip and scream in pain,’ she said. ‘It was agony.’

The next day she was given a lift to hospital where she was X-rayed, told she had broken her ankle and given a special boot to wear. But the impediment to her walking brought on ‘excruciating’ sciatica.

‘With painkillers, the pain from the broken ankle disappeared after about three months,’ she said. ‘But that from the sciatica went on for a whole year.’

She contacted a firm of solicitors who then spent two years trying to seek a response from the council before throwing in the towel.

‘I’ve researched the matter and councils should give you an answer about such claims after three months,’ she said.

‘I felt like I was banging my head against a brick wall,’ she added. ‘It all made me very anxious.

‘Councils pay out when people’s tyres are damaged in potholes, but when a pensioner breaks her foot in one, they ignore her. I think it’s a tactic they use to hope the whole thing goes away.’

Mrs Gibbons also noted that in December the Government announced it was giving councils £1.6 billion to repair potholes.

She fumed: ‘They are spending money on immigrants, illegal or otherwise, to go to McDonalds and the circus, but an old age pensioner damages herself on their property and they get nothing.

‘I have worked and paid taxes all my life. Sometimes I had three jobs at once.’

A Slough Borough Council spokeswoman said: ‘We have denied Mrs Gibbons’ claim. However we are sorry this case took so long to reach a conclusion and apologise for any inconvenience those delays have caused Mrs Gibbons and her family.’