‘The final indignity’ – Families battle to claw back care home cash
The final indignity – Families battle to claw back care home cash
Discontent has grown among families who spent months, or even over a year, trying to recover thousands of pounds from a care home operator. Relatives of ten former residents claim Morar Care Group held back deposits of up to £19,000, which were initially paid as part of their move into the facilities. Some had to hire legal professionals and debt recovery agencies, eventually resorting to filing civil lawsuits against the company. This operator, which runs a care home central to a BBC investigation, now faces accusations of mismanaging financial agreements.
Legal threats and public scrutiny
The care provider labeled the claims about contracts and fees as “incorrect and misleading.” Families who spoke to the BBC were warned of legal action by Morar’s lawyers, who argued the allegations could severely damage the company’s reputation. Morar, under the parent company Simply UK, operates Castlehill in Inverness. The facility was previously highlighted in an undercover BBC report for subpar care standards and received special measures from the Care Inspectorate. It later rebranded as Morar Highland and now holds an “adequate” rating.
“I paid £24,000 before Keith entered the nursing home—£16,000 as the deposit and one month’s fees in advance,” said Victoria Hogg. “It was a phenomenal amount of money.”
Victoria’s husband, Keith, moved into Morar’s Musselburgh care home in 2021 after being diagnosed with rapid-onset Alzheimer’s at 64. His health deteriorated, and he passed away in June 2023. His estate was owed nearly £19,000, but the process to reclaim it was arduous. “We had a period of going back and forth, and nothing happening,” Victoria recalled. “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.”
After over a year and a half, the money was repaid in January 2025. However, Victoria said she never received an apology. “For the most part, I didn’t have issues with the care my husband received,” she added. “But I would never, ever recommend anybody to deal with Morar, ever.”
Complaints about care and finances
Other families echoed similar frustrations, citing both financial and care-related concerns. Retired nurse Jacqueline Banks reported issues with 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 went in to visit.”
“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.”
The Care Inspectorate confirmed eight complaints about Caitriona’s care, including two concerning pain management. After her death in August 2023, Jacqueline enlisted a debt collector to reclaim £9,600. “It was very difficult to pinpoint anybody who would take responsibility for this money,” she noted. “I thought about taking them down the litigation side but the solicitor suggested a debt collector.”
The approach worked, with repayment occurring almost a year after Caitriona’s passing. Jacqueline emphasized that families are often exploited during their most vulnerable moments. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their case,” she said.
Following the BBC investigation, dozens of families reached out with allegations, including new claims about financial shortfalls for self-funding residents. These individuals, who rely on their savings rather than local authority support, contribute significantly to the care cost. Approximately 11,500 people in Scotland fall into this category. The controversy highlights a broader issue of transparency and accountability in the care sector.