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

The Final Indignity: Families Fight to Recover Care Home Deposits

Residents’ families are confronting a care home operator after months of effort to reclaim substantial sums paid as deposits. Ten families allege that Morar Care Group retained up to £19,000 from their loved ones, who had initially deposited the money upon entering the facility. Some had to enlist legal professionals and debt collectors, even pursuing a civil case against the provider. The care home, which was central to a BBC undercover investigation last year, faced scrutiny for its financial practices alongside its care standards.

Legal Threats and Financial Disputes

Following the BBC’s investigation, Morar Care Group’s parent company, Simply UK, issued letters to families warning of potential legal consequences for participating in the program. The operator labeled the claims about contracts and fees as “incorrect and misleading.” Despite the Care Inspectorate imposing special measures at the home in Inverness, it later rebranded as Morar Highland and received an adequate rating. However, families continue to report unresolved financial grievances.

A Personal Struggle

Victoria Hogg, whose husband Keith entered a Morar home in 2021, recounted her frustration. “I had paid £24,000—£16,000 as a deposit and one month’s fees upfront,” she said. “It felt like an enormous sum.” Keith, diagnosed with rapid-onset Alzheimer’s at 64, deteriorated and passed away in June 2023. His estate was owed nearly £19,000, but the process to recover it was protracted. “We went back and forth, and nothing moved,” Victoria added. “I eventually grew angry, feeling they were keeping us waiting.” After a year and a half, the money was finally repaid, though no apology was given.

“I have never received an apology,” Victoria said. “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.”

Exploitation at a Vulnerable Time

Other families echoed similar concerns, highlighting both financial and care-related issues. Retired nurse Jacqueline Banks reported her aunt Caitriona MacMillan’s treatment at Morar’s Oakeshott House in Stirling. “They didn’t provide adequate pain relief at the end of her life,” Jacqueline stated. “She was often found distressed during visits.” The Care Inspectorate supported eight complaints about her care, including two about pain management. After Caitriona’s death in August 2023, Jacqueline used a debt collector to recover £9,600. “It was hard to find someone accountable for the money,” she said. “I considered legal action, but the solicitor suggested a debt collector instead.” The approach succeeded, with repayment occurring just over a year after her passing.

“Families are being exploited at their most vulnerable time,” Jacqueline remarked. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their c”

Scotland has approximately 11,500 self-funded residents, many of whom pay out-of-pocket for care. These families face challenges in reclaiming deposits, which the care home terms “initial fees.” The ongoing financial disputes underscore broader issues of transparency and accountability in the sector.