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

The Final Indignity: Families Struggle to Retrieve Care Home Deposits

After prolonged efforts, families of care home residents have expressed their outrage over thousands of pounds withheld by Morar Care Group. Some have spent over a year fighting for refunds, with amounts owed reaching up to £19,000. These sums were initially paid as deposits when moving into the facilities. A BBC investigation uncovered issues at one of Morar’s homes, prompting legal threats against families who participated in the undercover series *Disclosure: Cashing in on Care*.

Morar, owned by Simply UK, operates Castlehill in Inverness. The facility faced scrutiny last year, leading to an improvement notice and special measures from the Care Inspectorate. It later rebranded as Morar Highland and now holds an adequate rating. Despite this, families continue to raise concerns about financial practices and care quality.

Several families highlighted financial disputes, particularly for self-funded residents. These individuals, often with substantial savings, cover most of their care costs instead of relying on local authorities. In Scotland, around 11,500 people are in this situation. The BBC received allegations from dozens of families, including new claims about unclaimed deposits labeled “initial fees” by the care home.

“I paid £24,000 before Keith entered the nursing home—£16,000 as a deposit and one month’s fees upfront,” said Victoria Hogg. “It was a huge sum of money.”

Victoria’s husband, Keith, was diagnosed with rapid-onset Alzheimer’s in 2021 and moved into Morar’s Musselburgh home. His health deteriorated, and he passed away in June 2023. His estate was owed nearly £19,000. “We had back-and-forth discussions, and nothing happened,” Victoria recounted. “I finally got angry because they were just delaying us.”

Months later, after contacting *The Times*, the debt was repaid in January 2025. “I never got an apology,” she added. “While the care was fine, I’d never recommend Morar to anyone.”

“They didn’t give my aunt adequate pain relief at the end of her life,” said Jacqueline Banks. “She was often upset when we visited.”

Retired nurse Jacqueline Banks also raised concerns about her aunt’s treatment at Morar’s Oakeshott House. The Care Inspectorate confirmed eight complaints, including issues with pain management. After Caitriona MacMillan’s death in August 2023, Jacqueline used a debt collector to recover £9,600. “It was tough to find someone accountable,” she noted. “The solicitor suggested a collector, and it worked.”

Both families described feeling exploited during their most vulnerable moments. “There must be elderly people in these homes without families to fight for their money,” Jacqueline emphasized. The financial and emotional toll has left many questioning the transparency and accountability of care providers.