Families, partners and next of kin
How to Support a Family Member in Prison (England & Wales)
Where to reach them, how money and visits work, and what to do when something goes wrong — the complete first weeks, in plain English.
7 min read
The first days: where and how to reach them
Use gov.uk 'Find a prisoner' to confirm the establishment if no reception call has come within 24 hours, or call the Prisoners' Families Helpline on 0808 808 2003. Once you have the prison number, write everything by it — letters, money references and visit bookings all depend on it.
- —Write. Post is normally the fastest form of contact to become available, and a letter in the first week has a disproportionate effect.
- —Wait for the PIN phone account to be set up — the person in custody must add your number to an approved contact list before they can call you.
- —Set up 'Email a Prisoner' for short messages that are printed and delivered on the wing.
- —Do not travel to the prison unannounced. Visits must be booked in advance through the Prison Visits Booking Service.
Money: the right way and the wrong way
Send money through the free gov.uk 'Send money to someone in prison' service rather than by post — it clears faster and is traceable. Private cash goes onto the prisoner's account; what they can spend depends on their Incentives (IEP) level and earnings.
PIN telephone credits are separate from the account and are bought from prison earnings or funds. Never try to send money or phones directly by post — it will be refused and can cause a disciplinary matter.
Visits, video calls and staying close
- —Book social visits through the Prison Visits Booking Service; bring photo ID for every visitor, including children.
- —Secure video calls can be booked where the establishment runs the official HMPPS service.
- —Legal visits with the solicitor are separate from the social visit allowance and are not usually counted against it.
- —Familiarise yourself with the property card: anything sent in without it being recorded is difficult to recover.
Welfare concerns and Safer Custody
If you hold a genuine welfare concern, telephone the establishment's Safer Custody line rather than the wing. A family call is a legitimate and recognised trigger for an ACCT assessment. Our Emergency Safer Custody Call Script guide gives the exact words, who to ask for, and what to record.
Looking after yourself and the rest of the family
Supporting someone in custody is a long distance event, not a sprint. Keep the Prisoners' Families Helpline (0808 808 2003) and Samaritans (116 123, free, 24 hours) to hand, keep a written log of every call you make to the establishment, and pace what you promise. You do not have to know the system — you have to know who to ask.
This guide is general information based on published HMPPS policy and gov.uk guidance for England and Wales. It is not legal advice and does not replace instructions from your solicitor.
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