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

Final Financial Struggle: Families Seek Recovery from Care Home Operator

After months of effort—sometimes stretching over a year—families have expressed their outrage and exasperation over the inability to reclaim thousands of pounds from a care home operator. Ten relatives of former residents claim Morar Care Group retained up to £19,000 in deposits collected when they moved into the facilities. Some were forced to hire legal representatives and debt collectors, even initiating civil litigation against the operator, which had previously been spotlighted in an BBC investigation. The care home operator dismissed the accusations, calling them “incorrect and misleading.” Families who shared their experiences with the BBC were warned by the provider’s legal team that the claims could “seriously harm our client” if made public.

Legal Threats and Financial Concerns

Following the undercover report, dozens of families approached the BBC with allegations, including new complaints about financial mismanagement affecting self-funding residents. These individuals, who cover most of their care costs themselves due to personal savings, faced challenges in recovering initial fees, which the home terms “advance payments.” Approximately 11,500 people in Scotland fall into this category. One such case involved Victoria Hogg, whose husband Keith moved into Morar’s Musselburgh care home, Harbour House, in 2021 after being diagnosed with rapid-onset Alzheimer’s at 64.

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

Keith’s health deteriorated, and he passed away in June 2023, leaving his estate owed nearly £19,000. Victoria described the process as “difficult,” with back-and-forth communication and no progress. “I got to the point where I finally got angry, because I felt as though they were just stringing us along,” she added. “It’s a significant amount of money and it’s not their money.”

After a year and a half of delays, Victoria contacted The Times newspaper, leading to the repayment of the debt in January 2025. “I have never received an apology,” she 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.”

Quality of Care and Persistent Challenges

Other families raised concerns about both financial practices and care standards. Retired nurse Jacqueline Banks reported 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,” Jacqueline said. “She was often found distressed when we visited.”

“She was often found distressed when we went in to visit,” Jacqueline said.

The Care Inspectorate confirmed eight complaints about Caitriona’s care at Harbour House, including two related to pain management. After her death in August 2023, Jacqueline used a debt collector to recover £9,600 owed by Morar. “It was very difficult to pinpoint anyone responsible for this money,” she said. “I considered litigation but the solicitor suggested a debt collector instead.” The approach succeeded, with repayment occurring nearly a year after her passing.

Morar, owned by Simply UK, operates Castlehill in Inverness. The home faced improvement notices and special measures after the BBC investigation. It later rebranded as Morar Highland and is now rated adequate by the Care Inspectorate. Despite these changes, families continue to feel exploited during their most vulnerable moments, with some arguing that the financial disputes highlight systemic issues in the sector.