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

Final Setback: Families Fight to Retrieve Care Home Deposits

Following a lengthy struggle, relatives of former care home residents are still confronting challenges in reclaiming thousands of pounds withheld by Morar Care Group. The operator, which is part of Simply UK, allegedly kept deposits ranging up to £19,000 from individuals who moved into its facilities. Some families had to engage legal professionals and debt collectors, even initiating civil litigation against the company, which previously faced scrutiny in an undercover BBC investigation.

Operator’s Defiance and Legal Threats

Morar Care Group dismissed claims of unfair contracts and fees as “incorrect and misleading.” Families involved in the BBC’s Disclosure: Cashing in on Care program were warned of potential legal action for participating. The care home, Castlehill in Inverness, was placed under special measures after an improvement notice from the Care Inspectorate. It later rebranded as Morar Highland and received an “adequate” rating.

Financial Struggles of Self-Funding Residents

Issues surrounding deposits have sparked concern among self-funded residents, who pay for their own care due to personal savings. Approximately 11,500 people in Scotland fall into this category. 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. She paid £24,000 upfront, including £16,000 as a deposit and one month’s fees. Keith passed away in June 2023, leaving his estate owed nearly £19,000.

“It was a phenomenal amount of money.” — Victoria Hogg

Victoria described the process as frustrating, with repeated requests for documents and no clear resolution. Her solicitor’s attempts to secure responses were met with silence. “I got to the point where I finally got angry,” she said. “They were just stringing us along.” After a year and a half, the money was repaid in January 2025, though no apology was offered. “I wouldn’t recommend Morar to anyone,” she added.

Care Standards and Persistent Debts

While many families focus on financial disputes, concerns about care quality persist. Retired nurse Jacqueline Banks reported inadequate pain relief for her aunt, Caitriona MacMillan, at Morar’s Oakeshott House in Stirling. “She was often found distressed when we visited,” she said. The Care Inspectorate validated eight complaints about Caitriona’s care, including two related to pain management.

“It was very difficult to pinpoint anyone responsible for this money.” — Jacqueline Banks

After Caitriona’s death in August 2023, Jacqueline enlisted a debt collector to recover £9,600. “I thought about litigation, but the solicitor suggested a debt collector instead,” she explained. The strategy succeeded, with repayment occurring nearly a year later. “Families are being exploited at their most vulnerable time,” she concluded.