Citizens Advice criticises culture of hidden fees at English care homes


Thousands of care home residents are given only a week’s warning that their costs will rise, a new report from Citizens Advice states.

A study entitled Hidden Charges in Care Homes found that the average cost of living in a care home rose by £900 per year in England in the last financial year.

Whilst care home fees are usually based on a weekly rate, and often paid for monthly by direct debt, a mystery shopping investigation of 404 care homes across England found that almost one in 10 only give a week’s notice that their fees are going to rise.

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“With many older care home residents or their families paying for the care out of finite pots of money saved up for retirement, cost increases can lead to debt in some cases or, at the extreme end, see residents threatened with eviction if they can’t afford the additional costs,” the charity says.

“Residents or their families have little alternative but to pay any rise in fees because a week does not give them enough time to establish if the fee rise is fair and to negotiate with the provider if it isn’t,” it adds.

Complaints about care homes rose dramatically last year, with 8700 incidents reported to Citizens Advice last year, an increase of 12%.

Citizens Advice’s research into the care homes market also reveals people paying for care can be made to pay extra, undisclosed costs, either when they first enter a care home or arbitrarily over the time of their stay. These costs are in addition to weekly fees but often are not made clear at the point that people sign the initial contract.

The Citizens Advice Hidden Charges in Care Homes report’s key findings are:

  • Having someone accompany the resident on visits to the GP or the dentist can cost as much as £50 an hour.
  • 30% of care homes do not include contents insurance for people’s personal items in weekly care fees.
  • Two thirds of care homes do not include telephone use in weekly care fees.
  • Guidance on unfair terms in care home contracts was last updated by the CMA’s predecessor, the Office of Fair Trading (OFT), in 2003.

The new report recommends:

  • Residents or their families to have four weeks notice at the very least that their care fees will rise.
  • The Competition and Markets Authority (CMA) looks into whether the care home market is working well and whether people are really able to choose freely between providers.
  • A simpler process for people to complain about poor experiences in a care home.

Gillian Guy, chief executive of Citizens Advice, said: “People in care homes are at the mercy of price rises.

“A week’s notice puts enormous pressure on care home residents or their families to pay. It is unreasonable for vulnerable people to face such a small window to compare costs and make alternative arrangements if they cannot afford the higher fees.

“Some people are also being caught out by hidden extra care fees appearing on their bill. Nobody can be expected to budget for extra costs that are not clearly set out by the provider.

“There should be a minimum amount of time care homes can give notice of a price rise and the Competition and Markets Authority should look into whether the care home market is working well for people paying for its services. Clearer guidance is also needed on extra care costs so those paying are not landed with shock bills.”


Tags : Care Home FeesCitizens AdviceFunding CrisisPrice HikesWeekly Fees

The author Rob Corder

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