UK Prison Communication Guide: Phone Calls, Email a Prisoner and Visits

Prison inmates in the UK can only make outgoing calls using designated prison phones. They cannot receive incoming calls. Inmates must register phone numbers on their approved contact list before calling. All non-legal calls are recorded and monitored by prison staff.

Prison phone calls in the UK are charged at standard rates. Calls from prison phones are typically paid from the inmate's prison account (sometimes called a private cash account). To receive calls, your number must be on the inmate's approved list. Save the prison's outgoing number in your contacts so you recognise the call when it comes.

Prison Phone is a UK service available at prisonphone.co.uk that provides mobile plans specifically designed to reduce costs for families receiving prison calls. The Prisoners Families Helpline at 0808 808 2003 can advise on reducing call costs.

Email a Prisoner is a UK service that allows families to send electronic messages to prisoners in England and Wales. Messages are sent digitally and printed for delivery to the prisoner. The service is available at emailaprisoner.com. Each message costs a small fee paid by the sender.

Email a Prisoner is not real-time email. Messages are printed and delivered as physical letters to the prisoner's cell. The prisoner reads the printed letter and can respond through the prison mail system. This service is available at most prisons in England and Wales.

Video calls are available at many UK prisons. Prisoners are typically entitled to one free video call per month of up to 30 minutes under current HM Prison and Probation Service guidelines. Additional video calls may be available at some facilities.

To arrange a video call, you must be on the prisoner's approved visitor list. Install the secure video calling app used by that prison. Check with the specific prison to confirm which app they use and how to schedule a call. All video calls are recorded.

In-person visits require advance approval. You must be on the prisoner's approved visitor list and book visits in advance through the prison. Each prisoner is entitled to a minimum number of visits per month based on their security category and behaviour.

Visit booking can often be done online through the prison's own system or by phone. Bring photo ID to every visit. Follow the prison dress code. Contact the specific prison for current visiting rules as they vary by facility and security level.

Money can be sent to prisoners in England and Wales through the Prison Service online payment system at gov.uk. Use the prisoner's name and prisoner number. Payments are processed and added to the prisoner's private cash account. The prisoner uses this account for phone calls, canteen purchases, and approved items.

Use the Find a Prisoner service at gov.uk to locate someone in an England and Wales prison. The prisoner must give their consent for their information to be shared unless the request comes from certain organisations such as police or solicitors.

For Scotland, contact the Scottish Prison Service directly. For Northern Ireland, contact the Northern Ireland Prison Service. Contact details for all prisons can be found on the respective prison service websites.

The Prisoners Families Helpline provides free, confidential information and support for anyone with a loved one in UK prison. Call 0808 808 2003 Monday to Friday 9am to 8pm and Saturday to Sunday 10am to 3pm. The helpline is operated by the Prison Advice and Care Trust (PACT).

In Scotland, contact the Families Outside support and information helpline at 0800 254 0088. In Northern Ireland, contact the Family Links service.