Is it an emergency?
In an emergency, phone the prison switchboard and ask to be put through to the Orderly Officer or Duty Governor.
Knocking on the right door
Lots of things that happen in prison can affect a person's health, however they may not necessarily be the direct responsibility of the prison's healthcare team to resolve.
Do your best to knock on the right door when you're trying to get help for your loved one.
If you're not sure, call the Prisoners' Families Helpline for free on 0808 808 2003 to speak to a trained advisor. Lines are open Monday to Friday 9pm - 8pm or Saturday and Sunday, 10am - 3pm.
Useful contacts
Worried about a prisoner?
Contact the prison's Safer Custody team if you have a concern about the wellbeing of a prisoner that is urgent but not life-threatening. Safer Custody should pick up your message within 72 hours.
Need to get a message to the healthcare team? (limited prisons only)
If your loved one is at HMP Belmarsh, HMP Brixton, HMP YOI Isis, HMP Pentonville, HMP Thameside, HMP Wandsworth or HMP Wormwood Scrubs, you can use Prisoner Health Information and Liaison Line (Call PHILL). Call 01172 401 193 to get a message through to the healthcare team.
Is it about visits?
For visits, find information on the prison's page on GOV.UK. If you have further questions, contact the visitors centre - the system is often slightly different in each prison.
Is it about property?
For property issues, find information on the prison's page on GOV.UK. If you have further questions, contact the visitors centre - the system is often slightly different in each prison.
Do you have questions?
For general information and advice, call the Prisoners' Families Helpline for free on 0808 808 2003. Lines are open Monday - Friday, 9am to 8pm and Saturday and Sunday, 10am - 3pm.
Come to our coffee morning
Every month, Pact runs a coffee morning in central London for families with a loved one in prison.
It's a safe, non-judgemental space to get support and chat with people who know what it's like.
Sessions are professionally facilitated by Pact. Coffee and snacks are on us.