‘The final indignity’ – Families battle to claw back care home cash
The Final Indignity: Families Struggle to Retrieve Care Home Funds
Residents’ families have expressed outrage over the prolonged struggle to reclaim deposits from a care home operator, with some waiting over a year to recover sums exceeding £19,000. These funds were initially paid as upfront payments when moving into the facility. Ten families, including those of former residents, claim Morar Care Group withheld money without proper justification, prompting legal action and the involvement of debt collectors.
Representatives of the care home disputed the allegations, calling them “incorrect and misleading.” Legal letters from the operator warned families that the claims could damage its reputation if broadcast. Morar, part of Simply UK, manages Castlehill in Inverness, a home previously scrutinized in a BBC undercover investigation. Following the probe, the facility was placed under special measures by the Care Inspectorate but later rebranded as Morar Highland, now rated adequate.
Financial Concerns and Self-Funding Residents
Some families highlighted broader financial issues, particularly for self-funded individuals. These residents, often with significant savings, pay most of their care costs out of pocket rather than relying on local authorities. Approximately 11,500 people in Scotland fall into this category. Deposits, labeled “initial fees” by the home, became a point of contention for several families.
Victoria Hogg’s Experience
Victoria Hogg recounted her ordeal after her husband, Keith, moved into Morar’s Musselburgh home, Harbour House, in 2021. Diagnosed with rapid-onset Alzheimer’s at 64, Keith’s care required a £24,000 payment—£16,000 as a deposit and a month’s fees in advance. “It was a phenomenal amount of money,” she said. Keith’s health deteriorated, and he passed away in June 2023, leaving his estate owed nearly £19,000.
“We had a period of going backwards and forwards, and nothing happening,” Victoria explained. “His estate was owed just under £19,000 by the care home.”
Victoria’s attempts to resolve the matter were met with delays, including unanswered emails from the care home. Frustrated, she turned to The Times newspaper after a year and a half of unresolved claims. The money was eventually repaid in January 2025, but Victoria said she never received an apology. “For the most part, I didn’t have issues with the care my husband received,” she noted. “But I would never recommend anyone to deal with Morar.”
Other Families’ Accounts
Retired nurse Jacqueline Banks shared similar frustrations regarding her aunt Caitriona MacMillan’s treatment at Morar’s Oakeshott House in Stirling. “They didn’t give my aunt adequate pain relief at the end of her life,” she said. “She was often found distressed when we visited.”
“She was often found distressed when we went in to visit,” Jacqueline added.
The Care Inspectorate confirmed eight complaints about Caitriona’s care, including concerns over pain management. After her death in August 2023, Jacqueline employed a debt collector to recover the £9,600 owed. “It was very difficult to pinpoint someone responsible,” she said. “I considered litigation, but the solicitor suggested a debt collector.”
With the money repaid nearly a year after Caitriona’s passing, Jacqueline emphasized the emotional toll on families during vulnerable times. “Families are being exploited at their most vulnerable time,” she stated. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their cause.”