‘The final indignity’ – Families battle to claw back care home cash

The final indignity

Families Struggle to Retrieve Deposits

Families are expressing frustration and outrage after months of effort to reclaim thousands of pounds from a care home operator. Relatives of ten former residents claim Morar Care Group held back up to £19,000 in deposits paid when moving into its facilities. Some had to hire legal representatives and debt collectors, even pursuing court action against the provider. The operator, which runs a facility central to an BBC undercover investigation last year, labeled the accusations about contracts and fees as “incorrect and misleading.”

Legal Threats and Financial Claims

Lawyers for the care homes warned families that broadcasting the allegations could harm their reputation. Morar, owned by Simply UK, operates Castlehill in Inverness, a home previously criticized for poor care standards. After an improvement notice and special measures were imposed, it rebranded as Morar Highland and now holds an “adequate” rating. Despite this, families reported ongoing financial grievances, including disputes over deposits referred to as “initial fees.”

Victoria Hogg’s Experience

Victoria Hogg’s husband, Keith, moved into Morar’s Musselburgh care home, Harbour House, in 2021 after being diagnosed with rapid-onset Alzheimer’s at 64. She paid £24,000 upfront—£16,000 as a deposit and one month’s fees. “It was a massive sum,” she said. Keith’s condition worsened, and he passed away in June 2023. His estate was owed nearly £19,000, but the process to reclaim it was slow. “We exchanged emails and documents, but nothing moved,” Victoria recalled. After a year and a half, the debt was repaid in January 2025, though no apology was offered. “I’d never recommend Morar to anyone,” she concluded.

“I paid £24,000 before Keith entered the nursing home—£16,000 as the deposit and one months’ fees in advance. It was a phenomenal amount of money.”

Other Families’ Concerns

Retired nurse Jacqueline Banks raised complaints about her aunt Caitriona MacMillan’s care at Morar’s Oakeshott House in Stirling. “They didn’t provide adequate pain relief at the end of her life,” she stated. “She was often found distressed when we visited.” The Care Inspectorate validated eight of these claims, including issues with pain management. After Caitriona’s death in August 2023, Jacqueline enlisted a debt collector to recover £9,600. “It was hard to find someone accountable,” she said. “The solicitor suggested using a debt collector instead of litigation.”

“They didn’t give my aunt adequate pain relief at the end of her life. She was often found distressed when we went in to visit.”

“It was very, very, very difficult to pinpoint anybody who would take responsibility for this money. I thought about maybe taking them down the litigation side of things but the solicitor suggested a debt collector.”

Exploitation at Vulnerable Moments

Both families highlighted the emotional toll of the financial disputes, especially during their loved ones’ final days. “Families are being exploited at their most vulnerable time,” said Jacqueline. She emphasized the risk for residents without family support, noting that many self-funding individuals in Scotland—around 11,500 in total—face similar challenges. Despite the care home’s improved rating, the unresolved financial issues and lingering dissatisfaction remain a pressing concern for those affected.