Families, partners and next of kin
The Emergency Safer Custody Call Script for Families
Exactly what to say, who to ask for, and what to record when raising a welfare concern with a prison in England and Wales.
6 min read
What Safer Custody actually is
Every prison in England and Wales operates a Safer Custody function under HMPPS policy. Its purpose is the prevention of self-harm and suicide, and the protection of prisoners assessed as being at risk. Most establishments run a dedicated Safer Custody voicemail line and email address specifically so that families can pass on concerns from the outside.
The relevant framework is Prison Service Instruction 64/2011 (Management of Prisoners at Risk of Harm to Self, to Others and from Others) and the ACCT process — Assessment, Care in Custody and Teamwork. ACCT is the multi-disciplinary care plan opened for any prisoner identified as at risk. A family call is a legitimate and recognised trigger for an ACCT assessment.
Before you dial: five things to have written down
- 01The prisoner's full legal name, date of birth and prison number (the letter-and-digits reference, e.g. A1234BC). If you do not have the prison number, name and date of birth is enough.
- 02The establishment name and wing, if known.
- 03The specific concern, in one sentence, in factual terms.
- 04What was said or observed, when, and by whom — dates and times matter more than adjectives.
- 05Your own name, relationship to the prisoner, and a number you can be reached on.
Who to contact, in order
- 01The establishment's Safer Custody line or voicemail — find it on the prison's page at gov.uk/guidance/prison-finder. Most are answered or checked at least daily.
- 02The main prison switchboard, asking for the Orderly Officer or Duty Governor if the risk is immediate.
- 03The Offender Management Unit (OMU) for sentence, category and transfer matters — not for welfare emergencies.
- 04The Prisoners' Families Helpline on 0808 808 2003 (free, Mon–Fri 9am–8pm, Sat–Sun 10am–3pm) if you cannot get through or need help escalating.
- 05The Independent Monitoring Board (IMB) for the establishment if a concern is repeatedly unanswered.
The call script
Safer Custody welfare concern — spoken or voicemail
“Good morning. My name is [YOUR FULL NAME]. I am the [relationship] of [PRISONER FULL NAME], date of birth [DOB], prison number [NUMBER], currently on [WING] at [ESTABLISHMENT].”
“I am calling to raise a Safer Custody welfare concern. I would like this logged and passed to the Safer Custody team.”
“The concern is this: [ONE FACTUAL SENTENCE — e.g. 'During a phone call at 6.40pm yesterday he told me he had stopped eating and said he did not want to wake up tomorrow.']”
“I am asking that an ACCT assessment be considered, and that a member of staff carries out a welfare check today.”
“Please can you confirm: the name and role of the person taking this concern, the reference or log number this is recorded under, and whether an ACCT is opened.”
“My contact number is [NUMBER]. I am content to be called back. If I cannot be reached, please leave a message.”
“Thank you. Could you also confirm the time of this call for my own record?”
If the risk is immediate
If you believe there is an immediate risk to life — for example the prisoner has told you they intend to act today, or has described a method or a timing — say the words “this is an immediate risk to life” and ask to speak to the Orderly Officer or Duty Governor. Do not leave that concern on a voicemail alone. Follow the call with an email to the establishment's Safer Custody address so there is a written record.
After the call: your record
- —Date, exact time, and the number you dialled.
- —The name and role of the person you spoke to.
- —Any log or reference number given.
- —What you were told would happen next, and by when.
- —Whether you were told an ACCT would be considered or opened.
Follow-up email template
Written confirmation to the Safer Custody inbox
Subject: Safer Custody welfare concern — [PRISONER NAME], [PRISON NUMBER], [WING]
Dear Safer Custody Team,
I telephoned at [TIME] on [DATE] and spoke to [NAME/ROLE] regarding [PRISONER NAME], DOB [DOB], prison number [NUMBER], currently located on [WING].
The concern I raised was: [ONE FACTUAL PARAGRAPH — what was said or observed, when, and by whom].
I am writing to confirm that concern in writing and to ask that it is recorded on the prisoner's record. I would be grateful if you could confirm receipt, and confirm whether an ACCT assessment has been opened.
I can be contacted on [NUMBER] or at this email address at any time.
Yours faithfully, [YOUR FULL NAME], [relationship to prisoner]
What you should expect to happen
A concern raised with Safer Custody should be logged and passed to wing staff. If the threshold is met, an ACCT is opened: the prisoner is seen for an immediate assessment, a case review is held (normally within 24 hours of opening), observation levels are set, and a CAREMAP of actions is agreed. Reviews continue at intervals set by the case manager until the ACCT is closed with a post-closure review.
You will not usually be told clinical detail — medical confidentiality applies to prisoners as it does in the community. You should still expect confirmation that your concern was received and acted upon.
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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