Phone calls

Communicating with prison staff on the phone
Phone Calls

Finding the right number

You may need to call different phone numbers in different situations. For example:

  • In an emergency,phone the prison and ask to be put through to the Duty Governor.
  • If you are concerned about something urgent but not life-threatening, call Safer Custody.
  • If you need to get a message through to the healthcare team and your loved one is at HMP Belmarsh, HMP Brixton, HMP YOI Isis, HMP Pentonville, HMP Thameside, HMP Wandsworth or HMP Wormwood Scrubs, phone Prisoner Health Information and Liaison Line (Call PHILL) on 0117 240 1193.
  • For general questions, information or advice, call the Prisoners’ Families Helpline for free on 0808 808 2003.

When you ring one of these numbers, you may be put through to a member of the prison staff or a call handler. You won’t be able to speak directly to a member of the prison healthcare team over the phone unless they reach out to you first.

It is possible that you’ll have to wait to speak to someone or get put through to voicemail. Try to be patient and stick with it!

Before you call

  • Plan what you are going to say before you pick up the phone. You could write out some bullet points to help you remember.
  • Make sure you have your loved one’s prisoner number, name and date of birth. This will help the call handler identify and locate them.
  • Take a deep breath before you pick up the phone if you need to calm yourself.

On the call

  • Be polite and respectful. Don’t swear or get angry.
  • Ask for the call handler’s name and take note of it.
  • Ask if there is an e-mail address where you can send a summary of your phone call and your contact details.
  • Ask how and when the person you are speaking to will come back to you to update you. Give them your contact details – say them slowly and clearly.
  • Thank the call handler personally by name at the end of the call.

Extra tips

  • Be aware that the healthcare team will probably need specific consent from your loved one for any information to be passed on to you. Without that consent, they won’t be able to share an update with you.
  • Have any supporting documentation to hand. It may be helpful to refer to it during the call. If you need to get written information to the healthcare team, ask the call handler if there’s an e-mail inbox you can send a photo to.