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

The final indignity: Families battle to reclaim care home cash

After months, sometimes over a year, families have expressed outrage and exasperation over their struggle to recover thousands of pounds in unpaid deposits from a care home operator. Relatives of ten former residents claim Morar Care Group held back sums up to £19,000, which had been paid as initial fees when moving into the facilities. Some sought legal assistance, leading to civil proceedings against the provider, which operates a home central to a BBC undercover investigation from last year.

Legal threats and financial disputes

The care provider labeled the accusations about contracts and fees as “incorrect and misleading.” Families who shared their stories with the BBC faced legal threats from the care homes’ lawyers, who warned that airing the allegations could cause “serious harm” to their client. Morar, under its parent company Simply UK, runs Castlehill in Inverness, where a BBC investigation exposed subpar care standards. The home received an improvement notice and special measures, but later changed its name to Morar Highland and is now rated adequate by the Care Inspectorate.

Stories of financial strain

Victoria Hogg’s husband, Keith, moved into Morar’s Musselburgh home, Harbour House, in 2021 after being diagnosed with rapid-onset Alzheimer’s at 64. “I paid £24,000 upfront—£16,000 as a deposit and one month’s fees,” she explained. “That was a massive amount of money.” His health worsened, and he passed away in June 2023. His estate was owed nearly £19,000, but progress was slow. “We kept going back and forth with no resolution,” Victoria recalled. “It felt like they were keeping us in limbo.” Her solicitor’s attempts to secure documents were met with silence, prompting her to take action through the media. The debt was repaid in January 2025, but no apology was offered. “I wouldn’t recommend Morar to anyone,” she said.

Concerns over care quality

Several families also raised issues about care standards. Retired nurse Jacqueline Banks reported her aunt Caitriona MacMillan’s treatment at Morar’s Oakeshott House in Stirling. “They didn’t give my aunt enough pain relief at the end of her life,” she said. “She was often found upset during visits.” The Care Inspectorate confirmed eight complaints about Caitriona’s care, including pain management concerns. After her death in August 2023, Jacqueline hired a debt collector to recover £9,600 owed. “It was tough to find someone accountable for this money,” she noted. “I considered litigation, but the solicitor suggested a debt collector instead.” The approach succeeded, with repayment nearly a year after Caitriona’s passing.

Broader implications

Self-funding residents, who cover most of their care costs through savings, face similar challenges. In Scotland, around 11,500 individuals are in this situation. Families argue that care providers exploit them during vulnerable times. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their c” Jacqueline added, highlighting the systemic issue.