‘The final indignity’ – Families battle to claw back care home cash
The final indignity: Families fight to recover care home deposits
Frustration and anger have been mounting among families after prolonged efforts to reclaim thousands of pounds from a care home operator. Ten relatives of former residents claim Morar Care Group held back sums up to £19,000, which were initially paid as deposits when moving into its facilities. Some had to involve legal professionals and debt collectors, even resorting to filing civil lawsuits against the provider.
Undercover scrutiny and legal threats
The care home operator contested the allegations, calling them “incorrect and misleading.” Legal representatives of the facility warned families that broadcasting the claims could cause “serious harm” to their client. Morar, owned by Simply UK, manages Castlehill in Inverness, a home spotlighted in a BBC investigation that uncovered poor care standards. It faced improvement notices and special measures before renaming itself Morar Highland, now rated adequate by the Care Inspectorate.
Financial grievances and self-funding residents
Following the BBC’s hidden-camera probe, numerous families came forward with complaints about financial practices at Morar homes. Among the issues was the withholding of deposits, referred to by the care home as “initial fees.” Self-funding residents, who cover their own care costs due to personal savings, often face challenges reclaiming these sums. Around 11,500 individuals in Scotland are in this situation.
A personal battle: Victoria Hogg’s story
Victoria Hogg paid £24,000 for her husband Keith’s care at Morar’s Musselburgh home, Harbour House, in 2021. “I gave them £16,000 as a deposit and one month’s fees upfront,” she said. “It was a huge amount of money.” Keith’s condition worsened, and he passed away in June 2023, leaving his estate £19,000 short. “We went back and forth for months with no progress,” Victoria recalled. “They were just dragging us along, and I finally lost my temper because I felt they didn’t take our concerns seriously.”
“I have never received an apology,” Victoria added. “While I didn’t have issues with the care my husband received, I would never recommend Morar to anyone.”
Another family’s ordeal: Jacqueline Banks’ experience
Retired nurse Jacqueline Banks reported concerns about her aunt Caitriona MacMillan’s treatment at Morar’s Oakeshott House in Stirling. “They didn’t provide my aunt with proper pain relief at the end of her life,” she stated. “She was often found distressed when we visited.” The Care Inspectorate supported eight complaints about Caitriona’s care, including two related to pain management. After her death in August 2023, Jacqueline hired a debt collector to recover £9,600 owed by Morar. “It was tough to find someone accountable for this money,” she said. “I considered legal action, but the solicitor suggested a debt collector instead.”
“Families are being exploited at their most vulnerable time,” Jacqueline concluded. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their care.”
