The Final Indignity: Families Fight for Care Home Deposits

After enduring prolonged disputes, families of former care home residents have expressed outrage over the financial practices of Morar Care Group, which they claim withheld up to £19,000 in deposits. These funds were initially paid as initial fees when moving into the facility, yet many families struggled to reclaim them for months, and in some cases over a year. Legal action became necessary for some, as the operator threatened to pursue litigation against them for participating in the BBC’s undercover investigation titled Disclosure: Cashing in on Care.

“I paid £24,000 before Keith entered the nursing home—£16,000 as the deposit and one month’s fees in advance,” said Victoria Hogg. “It was a phenomenal amount of money.” She described the process as frustrating, with her solicitor requesting documents that were previously unmentioned and receiving no responses. “I just wanted to close this down and I couldn’t,” she added. “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.”

Months later, Victoria’s efforts paid off when the debt was settled in January 2025, though no apology was offered. Her husband, Keith, had moved into Morar’s Musselburgh home in 2021 after a rapid-onset Alzheimer’s diagnosis. His estate was owed nearly £19,000, which the care home called “initial fees.” The home, now known as Morar Highland, was rated adequate by the Care Inspectorate following special measures imposed after a BBC investigation exposed poor care standards in 2023.

Broader Concerns and Systemic Issues

Other families echoed similar frustrations, highlighting both financial and care-related grievances. Jacqueline Banks, a retired nurse, recounted 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 about 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 the operator.

“It was very, very, very difficult to pinpoint anybody who would take responsibility for this money,” Jacqueline remarked. “I thought about maybe taking them down the litigation side of things but the solicitor suggested a debt collector.” The approach succeeded, with repayment occurring almost a year after Caitriona’s passing. “Families are being exploited at their most vulnerable time,” she said. “What concerns me is, there must be elderly people in these homes who don’t have families to fight their case.”

The financial challenges faced by self-funded residents in Scotland are widespread, with approximately 11,500 individuals in this situation. Morar Care Group, owned by Simply UK, has been under scrutiny for its handling of both care quality and financial obligations, leaving families to navigate a complex web of disputes and delays.