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

The Final Indignity: Families Confront Financial Disputes with Care Homes

After months of effort, some families have expressed their dissatisfaction over being unable to retrieve thousands of pounds from a care home operator. Relatives of ten former residents claim that Morar Care Group held back up to £19,000 in deposits, which were paid when moving into their facilities. A few had to involve legal professionals and debt recovery agencies, leading to the initiation of a civil lawsuit against the operator. This company was recently scrutinized in an undercover BBC investigation, which highlighted deficiencies in care standards.

Operational Defenses and Legal Threats

Morar Care Group, whose parent company is Simply UK, contested the allegations about contracts and fees, calling them “misleading and inaccurate.” Legal representatives for the care homes warned families that broadcasting these claims could “cause serious damage to our client’s reputation.” The care home in question, Castlehill in Inverness, had previously faced an improvement notice from the Care Inspectorate and was placed under special measures. It has since rebranded as Morar Highland and is now rated adequate.

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

Victoria’s husband, Keith, was diagnosed with rapid-onset Alzheimer’s at 64 and moved into Morar’s Musselburgh care home, Harbour House, in 2021. His health worsened, and he passed away in June 2023, leaving his estate £19,000 owed by the care home. “We had a period of going back and forth, with nothing happening,” Victoria recounted. “It was difficult. I just wanted to close this down and I couldn’t.”

After a year and a half of unresolved disputes, Victoria contacted The Times newspaper. “I was angry and incredibly frustrated and I could see no other option,” she explained. “Nothing about grieving your partner dying is nice, but you shouldn’t have added complications.” The following month, the money was repaid, though Victoria noted she never received an apology. “For the most part, I didn’t have issues with the care my husband received,” she added. “But I would never, ever recommend anyone to deal with Morar, ever.”

Broader Concerns and Legal Actions

Other families shared similar grievances, citing 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 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 supported eight complaints about Caitriona’s care, including two concerning pain management. After her death in August 2023, Jacqueline enlisted a debt collector to recover £9,600. “It was very difficult to pinpoint anybody who would take responsibility for this money,” she stated. “I thought about taking them to court, but the solicitor suggested a debt collector.”

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