You may find that you have to write an e-mail or a letter to the prison or one of the prison departments (for example, healthcare, education or chaplaincy).
Your message may pass through many hands. Make sure it is easy for staff to pass to their colleagues by keeping it short, clear and polite.
Where to send your message
- If possible, send e-mails to generic inboxes (also known as ‘functional mailbox emails’). These inboxes can be checked by a number of different staff.
- If writing a physical letter, address it to a department or job roles in the prison (eg. ‘FAO Healthcare Department’ or ‘A senior healthcare manager for review’).
- If you send your email or letter to a specific person but that person is on leave or has left their job, it’s unlikely that your message will get read – but if you send it to generic inboxes, departments or job roles, then other staff should pick it up.
The subject line for e-mails
- In the subject line of your e-mail, include your loved-one's prisoner number, their name, their date of birth, and a one-line summary of your issue.
- If it is appropriate, also include the word “urgent” in the subject line. (e.g. Urgent: Medication for heart disease)
In the body of your e-mail or letter
- At the top of your e-mail or letter, state your loved one’s prisoner number, their name and date of birth.
- Explain who you are and describe the issue(s) in a short series of bullet points.
- Stick to the facts and be polite. Highlight the key points but don’t give a blow-by-blow of everything that has happened (you can save the details for a complaints letter, if need be.)
- Briefly explain any steps you have already taken, including any reference numbers you have.
- It’s fine to say that you are upset, distressed or concerned, but don’t be abusive or use dismissive language. For example, don’t use phrases like, “I’m disgusted”, “rubbish”, “nobody can be bothered”, “you treat him like an animal”, etc.
- At the bottom of your e-mail or letter, say what you would like to happen next – i.e., the outcome you want or the action point that should be taken.
- Finally, ask them to ask for your loved-one's consent so that they can call you back and keep you informed about the outcome. Give your contact details and when you can be contacted (e.g., “I’m available for a phone call on Wednesday between 9am and 2pm – please call 07123 456789.”)
Looking over your e-mail or letter
- Re-read the e-mail or letter to yourself or ask someone else to read it and make suggestions before you press ‘send’. If it helps, you could write it out in full and then go through what you’ve written with a highlighter to pick up the key points. Then put those key points into the actual e-mail or letter.
- Make sure you have angled your e-mail or letter to the right audience. For example, if you’re writing to the healthcare team, focus on the healthcare aspect of the issue. There are many different departments within a prison, so keep different matters separate and only share what is relevant.
- Your email or letter should be no longer than one side of A4 or the equivalent.
Our top tips
- Take your time to write your e-mail or letter. Don’t send it in the heat of the moment.
- Keep a paper trail: save the e-mail or keep a copy of the letter and make sure you file it so you can refer to it later.
- Don’t assume the person reading your message knows about the background of your loved one’s issue – they may be reading about it for the first time.