Final Injustice – Families Strive to Recover Care Home Deposits

Frustration and anger have surfaced among families after prolonged efforts to reclaim thousands of pounds from a care home operator. Relatives of ten former residents allege that Morar Care Group withheld sums reaching £19,000, which were initially paid as deposits upon moving into their facilities. Some had to involve legal professionals and debt recovery agencies, eventually resorting to civil litigation against the provider, which operates a facility central to a BBC undercover investigation from the previous year.

The Undercover Investigation

Morar, under the parent company Simply UK, manages Castlehill in Inverness. The home was scrutinized in an BBC investigation that exposed subpar care standards. A formal improvement notice followed, alongside special measures imposed by the Care Inspectorate. Since then, the facility rebranded as Morar Highland and now holds an ‘adequate’ rating from the same body.

A Family’s Fight

Victoria Hogg’s husband, Keith, resided at Morar’s Musselburgh care home, Harbour House, in 2021 following a rapid-onset Alzheimer’s diagnosis. “I paid £24,000 before Keith entered the nursing home – £16,000 as the deposit and one month’s fees in advance,” she said. “It was a phenomenal amount of money.” Keith’s health worsened, and he passed away in June 2023. His estate was owed nearly £19,000 by the care home. “We had a period of going back and forth, and nothing happened,” Victoria recounted. “It was difficult… 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.” – Victoria Hogg

Months later, Victoria reached out to The Times newspaper, prompting the repayment of the funds in January 2025. “I have never received an apology,” she added. “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.”

Broader Concerns

Several families expressed worries about both care quality and financial practices. 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 when we went in to visit.” The Care Inspectorate confirmed eight complaints regarding Caitriona’s care, including issues with pain management. After her death in August 2023, Jacqueline enlisted a debt collector to recover £9,600 owed by Morar. “It was very, very difficult to pinpoint anybody who would take responsibility for this money,” she noted. “I thought about maybe taking them down the litigation side of things but the solicitor suggested a debt collector.”

“Families are being exploited at their most vulnerable time.” – Jacqueline Banks

Self-funding residents, who cover their own care costs due to their savings, face similar challenges. Approximately 11,500 individuals in Scotland fall into this category. Despite the care home’s rebranding and improved ratings, the unresolved financial disputes and lingering concerns about care standards highlight ongoing tensions between providers and families. The BBC investigation, titled “Disclosure: Cashing in on Care,” has intensified scrutiny on Morar’s practices, with some families describing the experience as a “final indignity.”