Contact us

The Nepacs helpline is here to support people navigating their way through the criminal justice system in the North East. We can offer information and support to individuals, their families and loved ones at the point of arrest, at court, throughout a prison sentence, and on release.

Our friendly team of helpline volunteers are available to offer a listening ear to those who need someone to talk to, and will provide important information about processes and next steps.

Opening hours
Monday and Friday 12noon - 8pm
Saturday and Sunday 9am - 2pm

Freephone 0800 012 1539
Text 07983 437 457

You can also email the team if you would like to share your experience about visits, video calls or lockdown restrictions currently in place in north east prisons. 

If you have concerns about a loved one in prison you can contact the prison's Safer Custody line. Details are on our website here.

Prisons in the north east

If you know the location of your loved one in prison and would prefer to call the Nepacs staff based at that establishment the contact details are below.

HMP Holme House and HMP Kirklevington Grange visitors -  Visits team 01642 744080. You can also contact the Holme House family support team Monday to Friday on 01642 744418 (leave a message and someone will call you back).

HMP Durham visitors - Visitors centre 0191 332 3484, Monday to Friday 10am to 4pm. 

HMP Frankland visitors -  Visitors centre 0191 376 5200, Tuesday to Sunday from 11.30am to 4pm. 

HMP&YOI Low Newton visitors - Visitors centre 9am to 5pm Monday to Friday on 0191 376 4232.

HMP Deerbolt visitors - Visitors centre, 10am to 2pm, Thursday, Saturday and Sunday on 01833 633272. 

HMP Northumberland visitors -  Visits team Monday to Friday, 9am to 11am on 01670 383736 or 11am to 2pm on 07410 574147.

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.

You can also contact us or give feedback on our services by filling out the form below.

If your enquiry is urgent and regarding the safety of a loved one in prison, then please contact the prison direct and speak to their safer custody team as this e-mail is not monitored 24/7.  

Please note that although we will endeavour to treat all information confidentially some of our mailboxes are accessed by a number of Nepacs staff and volunteers. Please limit confidential personal information or identifiable data in any email correspondence. If you are concerned about privacy and would like to have a confidential discussion, please contact us by telephone.

For general enquiries you can contact our head office:

20 Old Elvet,

General enquiries:
Tel: 0191 375 7278

Get in touch

Please note: We are unable to help with booking or cancelling prison visits. Please ring the relevant booked visits line to book or cancel.

How to find us