‘The final indignity’ – Families battle to claw back care home cash
The Final Indignity: Families Fight to Retrieve Care Home Funds
After months of effort, some families are finally securing the money they were owed by a care home operator, but not without significant struggle. Ten relatives of former residents allege that Morar Care Group withheld deposits totaling up to £19,000, which were paid when moving into the homes. Legal action became necessary for some, as the operator initially dismissed their claims as “misleading.”
Operator’s Response and Legal Threats
Morar, a subsidiary of Simply UK, operates Castlehill in Inverness, where a BBC investigation uncovered subpar care standards. The Care Inspectorate issued an improvement notice and imposed special measures, though the home later rebranded as Morar Highland and was reclassified as adequate. Despite this, families who shared their experiences with the BBC faced legal warnings from the operator’s lawyers, who argued the allegations could harm its reputation.
The dispute centered on “initial fees” paid by self-funded residents, who cover their own care costs instead of relying on local authorities. Scotland has approximately 11,500 individuals in this situation. For Victoria Hogg, the financial strain was personal: her husband Keith paid £24,000 in 2021 to enter a Morar facility, including £16,000 as a deposit and a month’s fees upfront. “It was a phenomenal amount of money,” she said.
“We had a period of going backwards and forwards, and nothing happening.” – Victoria Hogg
Keith’s condition worsened, and he passed away in June 2023. His estate was owed nearly £19,000, yet the repayment only came in January 2025 after Victoria contacted The Times. “I have never received an apology,” she added. “I would never recommend anyone to deal with Morar.”
Concerns Over Care Standards and Financial Practices
Other families echoed similar frustrations, citing both financial disputes and care quality issues. Retired nurse Jacqueline Banks reported that her aunt Caitriona MacMillan received inadequate pain relief at Morar’s Oakeshott House. “She was often found distressed when we visited,” she said. The Care Inspectorate confirmed eight complaints about Caitriona’s treatment, including pain management failures.
“They didn’t give my aunt adequate pain relief at the end of her life.” – Jacqueline Banks
After Caitriona’s death in August 2023, Jacqueline used a debt collector to reclaim £9,600. “It was very difficult to pinpoint anyone responsible,” she explained. “I thought about litigation, but the solicitor suggested a debt collector.” The strategy succeeded, with the money repaid nearly a year later. “Families are being exploited at their most vulnerable time,” she said.
Both cases highlight the broader tension between residents’ families and care providers, as they navigate financial and emotional challenges. The unresolved disputes underscore lingering concerns about transparency and accountability in the care sector.
