How do I contact them?
Pick your situation and get a plan. Phones inside work nothing like phones outside, and knowing the system saves days of silence.
The five ways in, quickest first
- Email a Prisoner: often next working day, about 40p, no approval needed.
- A letter: two to four days with the post, no approval needed. Put your phone number in it, written clearly.
- Their call to you: needs your number approved and credit on their account.
- A video call: booked in advance, usually 30 minutes, free or cheap.
- A visit: on remand, book straight away; convicted, they send you a visiting order first. Money tight? Check if your travel can be paid.
Common questions
Can I ring someone in prison?
No. Calls only go one way: they ring you, from an approved number list, paid from their credit. If you need to get an urgent message in (a death, a serious illness), ring the prison and ask for the chaplaincy or the Safer Custody team.
How does my number get approved?
The person inside submits your name and number on a form (an app). The prison checks it, which normally takes a few days, sometimes a couple of weeks. Until that is done they cannot ring you at all. Writing your number clearly in a letter helps them get it right.
What is Email a Prisoner?
A service (about 40p a message) where you type a message online and the prison prints it and hands it to them, often the next working day. Most prisons take it. Some allow photo attachments and reply sheets. Much faster than post.
How do video calls work?
Most prisons offer video calls booked in advance through the Prison Video app or the prison itself. You need ID and to be on their visitor list. Calls are usually 30 minutes and free or cheap. Good between visits, and vital when the prison is far away.
How do I send money?
Use the free GOV.UK service "Send money to someone in prison". You need their prisoner number and date of birth. The money reaches their account in a few days and pays for phone credit and canteen. Avoid postal orders: slow, and some prisons no longer take them.
- Prisoners' Families Helpline: free, 0808 808 2003, weekdays 9am to 8pm and weekends 10am to 3pm
- Partners of Prisoners (POPS) head office: 0161 702 1000, for the North West
Family support where you are. These charities run visitors' centres and family workers at particular prisons, and will talk to you whether or not your relative is at one of theirs.
- South and Sussex: Sussex Prisoners' Families (01273 499843) and Spurgeons (Winchester visitors' centre)
- North West: POPS, visitors' centres at fifteen prisons, 0161 702 1000
- North East: Nepacs, visitors' centres at Durham, Frankland, Holme House, Low Newton, Deerbolt and Northumberland
- East of England: Ormiston Families, visitors' centres at Norwich, Wayland, Chelmsford, Whitemoor, Highpoint, Warren Hill, Hollesley Bay and Bure
- West Midlands: Himaya Haven, one to one support and court preparation, 0121 257 8452
- Merseyside (children): Time-Matters UK
- Anywhere: Pact visitors' centres and the NICCO directory to find the family service at any prison