Telephone support available for prisoners families

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With the announcement that prison visits are cancelled across all prisons it is important to remember that there are a number of ways that you and your family can keep in touch with your loved one in prison.

You could:
- Call them or exchange voice messages using @PrisonVoicemail
- Send an email using Email A Prisoner at
- Write them a letter

If you have any concerns about a loved one in prison you can contact the prison's safer custody line. Details are on our website HERE.

Would you like someone to talk to?

Our visitors centres are now closed to the public but if you have any queries, would like someone to talk or have concerns about a loved one in prison we have staff at the end of the phone to help:

HMP Holme House and HMP Kirklevington Grange visitors - contact our centre manager Hilary on 07726 611177 between 10am and 2pm Monday to Friday. If you are concerned about a loved one in HMP Holme House you can also contact the family support team Monday to Friday on 01642 744418 (leave a message and someone will call you back)

HMP Durham visitors - If you are concerned about a loved one in HMP Durham or require support please contact the Family Support Team in HMP Durham on 0191 332 3518 and leave a message if you don't get an immediate response. The line is checked Monday to Friday, 9am to 3pm.

HMP Frankland visitors - contact our visits team leader Cath on 07726 655293 between 10am and 2pm Monday to Friday.

HMP&YOI Low Newton visitors - contact our family engagement manager from 10am to 2pm Monday to Friday on 07854 594054.

HMP Deerbolt visitors - contact our visits team leader Linda from 10am to 2pm, Monday, Thursday and Saturday - tel 07726 611176.

HMP Northumberland visitors -  contact our visits team leader on 07726 611175 between 10am and 2pm Monday to Friday.

The courts team also offer a telephone listening service which provides ongoing short term support to families, from police custody suites, through to courts, and during a prison sentence. This service is for anyone in the north east, attending a north east court or visiting a north east prison. By talking to a member of our team we can help to alleviate worries and anxiety, at a time when family members are trying to cope with their changing circumstances.  

This service is available:

Monday, Wednesday, Thursday and Friday from 1pm to 4pm
Contact 07774 385276
Text or leave a message and our team will call you back. 

For children and young people aged 8 to 17 years

If you are worried about a young person impacted by a relative's imprisonment in the north east and would like to arrange for some telephone or online support please contact our youth project on or tel 07964 959959.

Prisoners’ Families Helpline – Freephone 0808 808 2003

The national prisoners’ family helpline offers advice and support on all aspects of arrest, going to court and prison.
Lines open:
Mon - Fri 9am – 8pm
Sat & Sunday 10am – 3pm