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

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

Families in Scotland are confronting a care home operator over withheld deposits, after months of struggle to recover thousands of pounds. Relatives of ten former residents claim Morar Care Group retained up to £19,000 in fees, which were initially paid as deposits upon moving into their facilities. Some had to enlist legal help and debt collectors, leading to civil lawsuits against the provider. The operator, which was central to an BBC undercover investigation last year, described the allegations as “incorrect and misleading.”

Legal representatives of the care homes warned families that broadcasting the claims could “cause serious harm to our client.” Morar, owned by Simply UK, operates Castlehill in Inverness, a facility that faced scrutiny after an BBC probe exposed substandard care. It was placed under special measures by the Care Inspectorate and later rebranded as Morar Highland, now rated “adequate.” Despite these changes, families continued to raise concerns about financial practices and care quality.

Among those affected is Victoria Hogg, whose husband Keith moved into Morar’s Musselburgh home, Harbour House, in 2021 after being diagnosed with rapid-onset Alzheimer’s. She paid £24,000 upfront—£16,000 as a deposit and one month’s fees. “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. Victoria described the process as a “period of going backwards and forwards, and nothing happening,” with her solicitor sending new document requests that went unanswered.

“I got to the point where I finally got angry, because I felt as though they were just stringing us along. It’s a significant amount of money and it’s not their money.”

Months later, Victoria reached out to The Times after the money remained unpaid. “I was angry and incredibly frustrated and I could see no other option,” she said. The repayment came in January 2025, but she received no apology. “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.”

Other families echoed similar grievances, citing both financial and care-related problems. Retired nurse Jacqueline Banks reported 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.” The Care Inspectorate confirmed eight complaints about Caitriona’s care, including two concerning pain management.

“It was very, very, very difficult to pinpoint anybody who would take responsibility for this money. I thought about maybe taking them down the litigation side of things but the solicitor suggested a debt collector.”

After Caitriona’s death in August 2023, a debt collector successfully retrieved £9,600 from Morar. Jacqueline noted the challenges families face during vulnerable times. “Families are being exploited at their most vulnerable time,” she said. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their case.”