A care home firm has been fined after failing to inform and apologise to the loved ones of a pensioner who fell to her death from a roof.

Jean Herring died after plunging from the top of an upper extension while trying to leave the Avenues Care Centre - which was formerly known as The Grosvenor Court - in Margate three years ago.

The 86-year-old dementia sufferer’s family members had not been called or written to by the company running the site, Premiere Care (Southern) Ltd, to tell them what happened or to say sorry.

And during a hearing at Folkestone Magistrates’ Court this week, the firm was ordered to pay out more than £11,000 after admitting to the failings.

Reacting to the judgement, the Care Quality Commission’s (CQC’s) head of inspection, Hazel Roberts, said: “Our sympathies are with Jean’s family following this tragic death.

“We were concerned Premiere Care did not take the opportunity to inform the family or apologise at the earliest opportunity.

“I hope the outcome of this prosecution reminds care providers of their duty to assess and manage all risks to ensure people are kept safe.”

On the night of her death, Mrs Herring had argued with a fellow resident and subsequently tried to leave the home, banging on the front door to be let out.

She later went missing, but it took her carers more than four hours to call the police to report her disappearance.

Her body was discovered by officers in a yard between the care home’s main building and an extension. An inquest previously ruled that the death in January 2019 had been an accident.

But care providers are legally bound to act with openness and transparency, and to provide a timely apology to people receiving care, or their relatives, in the event of a serious incident.

“All care providers have a duty to be open and transparent with people living in their services and their loved ones, particularly when something goes wrong,” Ms Roberts added.

“People using any type of health or social care service have a right to be informed about all elements of their care and treatment.

“Premiere Care failed to meet that responsibility in a timely manner.”

Premiere Care was fined £3,300 on Monday and ordered to pay a £181 victim surcharge and £7890.61 in costs to the CQC, which brought the prosecution to court.

The firm has been approached for comment.