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

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

After months of effort, some families have finally reclaimed the money they were owed by a care home operator, but not without significant frustration. Relatives of ten former residents claim Morar Care Group kept thousands of pounds from them, including deposits paid when moving into their facilities. These sums, up to £19,000, were held back by the operator, prompting legal action in several cases.

One such family, represented by Victoria Hogg, lost £24,000 to Morar’s Musselburgh home, Harbour House, before her husband Keith passed away in June 2023. “It was a phenomenal amount of money,” she said. “I paid £16,000 as a deposit and one month’s fees upfront.” Despite her efforts to resolve the issue, the care provider threatened legal action, citing “serious harm” to their reputation. It wasn’t until nearly a year and a half after Keith’s death that the full amount was repaid in January 2025.

“I have never received an apology,” Victoria 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.”

Other families echoed similar concerns, particularly around the financial treatment of self-funding residents. These individuals, often with substantial savings, pay for their own care rather than relying on local authorities. The Care Inspectorate noted that Morar’s Castlehill home, which later changed its name to Morar Highland, faced improvement notices and special measures following an undercover BBC investigation. The home is now rated adequate.

Retired nurse Jacqueline Banks shared her aunt Caitriona MacMillan’s experience at Morar’s Oakeshott House. “They didn’t give my aunt adequate pain relief at the end of her life,” she explained. “She was often found distressed during visits.” The Care Inspectorate supported 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. “It was very difficult to find someone accountable,” she said. “I considered litigation, but the solicitor suggested a debt collector instead.”

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