Telephone support service

Would you like someone to talk to?

Nepacs Helpline
Nepacs has launched a helpline 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.

Monday and Friday 1pm - 9pm
Saturday and Sunday 9am - 2pm

Freephone 0800 012 1539
Email support@nepacs.co.uk
Text 07983 437 457

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

Support at court

Our 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 the early days after a loved one goes to prison. This 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. 

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.

Visits maybe temporarily cancelled but our visits teams are still available to offer support. If you 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 -  If you could like to speak to someone please call our visitors centre Monday to Friday 10.30am to 12noon on 01642 744080 or 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 Gill from 9am to 5pm Monday to Friday on 07854 594054.

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

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

You can also email using the contact forms HERE.

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 youth@nepacs.co.uk or tel 07964 959959.

Nepacs Helpline

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.

Monday and Friday 1pm - 9pm
Saturday and Sunday 9am - 2pm

Freephone 0800 012 1539
Email support@nepacs.co.uk
Text 07983 437 457