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

The Final Indignity: Families Struggle to Recover Care Home Deposits

After months of effort, some families are still grappling with the frustration of reclaiming thousands of pounds from Morar Care Group, a care home operator accused of withholding deposits. Relatives of ten former residents claim the company retained sums up to £19,000, which were paid as initial fees upon admission. A few had to seek legal intervention, including civil cases, to secure the money. The operator, which was at the center of an undercover BBC investigation, has dismissed the accusations as “incorrect and misleading.”

The Undercover Investigation

Morar Care Group, part of Simply UK, runs Castlehill in Inverness, where an BBC probe uncovered subpar care standards. The Care Inspectorate issued an improvement notice and placed the home under special measures. Following the investigation, the facility renamed itself Morar Highland and was later reclassified as adequate. Despite these changes, families continued to report concerns, including financial disputes and care quality issues.

Families’ Accounts

Victoria Hogg’s husband, Keith, moved into Morar’s Musselburgh care home in 2021 after being diagnosed with rapid-onset Alzheimer’s. “I paid £24,000 before Keith entered the nursing home—£16,000 as a deposit and one month’s fees in advance,” she recounted. “It was a massive sum.” Keith’s condition worsened, and he passed away in June 2023, leaving his estate £19,000 unpaid. Victoria described the process as “going back and forth with nothing happening,” even after her solicitor requested new documents. “I finally got angry because they were just keeping us waiting,” she said.

“I have never received an apology,” Victoria added. “For the most part, I didn’t have issues with the care my husband received. But I would never recommend anyone to deal with Morar, ever.”

Similarly, retired nurse Jacqueline Banks raised concerns about 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 during visits.” The Care Inspectorate supported eight complaints, including two related to pain management. After Caitriona’s death in August 2023, Jacqueline employed a debt collector to recover £9,600. “It was very difficult to find someone responsible for this money,” she noted. “I considered taking them to court, but the solicitor suggested a debt collector instead.”

With the debt repaid nearly a year after Caitriona’s passing, Jacqueline expressed her belief that “families are being exploited at their most vulnerable time.” She emphasized the challenges faced by those without support, warning that elderly individuals in such homes might not have the same recourse. The cases of Victoria and Jacqueline highlight a broader issue affecting around 11,500 self-funding residents in Scotland, who bear the brunt of care costs due to their savings.