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

The Final Indignity: Families Fight for Recouped Care Home Deposits

After months of effort—some cases stretching over a year—families of former care home residents have expressed outrage over financial disputes with Morar Care Group. The operator allegedly retained up to £19,000 in deposits paid by individuals when moving into its facilities. These sums, labeled “initial fees” by Morar, were claimed by families as money owed to them, yet retrieval proved arduous.

Legal Battles and Undercover Investigations

Several families took legal steps, hiring solicitors and debt collectors, to reclaim funds. One such case involved an undercover BBC investigation last year, which exposed subpar care standards at Castlehill in Inverness. Morar, whose parent company is Simply UK, faced improvement notices and special measures from the Care Inspectorate. The home later rebranded as Morar Highland, now rated adequate by the regulator.

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

Victoria’s husband, Keith, had been diagnosed with rapid-onset Alzheimer’s at 64. He moved into Morar’s Musselburgh home, Harbour House, in 2021. His estate was owed nearly £19,000, but the process to recover it dragged on. “We had a period of going backwards and forwards, and nothing happening,” she recounted. Her solicitor sought additional documents, but responses were delayed or absent. “It was difficult,” Victoria added. “I just wanted to close this down and I couldn’t. I got to the point where I finally got angry, because I felt as though they were just stringing us along.”

Despite her frustration, the money was repaid in January 2025, nearly a year and a half after Keith’s death. “I have never received an apology,” Victoria said. “For the most part, I didn’t have issues with the care my husband received. But I would never, ever recommend anybody to deal with Morar, ever.”

Exploitation and Care Concerns

Other families reported similar challenges, with some citing issues around reclaiming deposits. These funds, paid by self-funding residents, are meant to cover initial care costs but often remain unclaimed. In Scotland, about 11,500 individuals fall into this category.

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

Jacqueline’s aunt, Caitriona MacMillan, resided at Morar’s Oakeshott House in Stirling. The Care Inspectorate validated eight complaints about her treatment, including two related to pain management. After Caitriona passed away in August 2023, Jacqueline engaged a debt collector to recover £9,600. “It was very, very, very difficult to pinpoint anybody who would take responsibility for this money,” she noted. “I thought about maybe taking them down the litigation side of things but the solicitor suggested a debt collector.”

The tactic succeeded, with the debt repaid almost a year after her death. “Families are being exploited at their most vulnerable time,” Jacqueline remarked. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their case.”