Telephone support service

Nepacs Helpline
Our 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.

Freephone 0800 012 1539
Text 07983 437 457

The line is open: Monday and Friday 12noon - 8pm, Saturday and Sunday 9am - 2pm. 

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

If you contact Nepacs’ Helpline Service via phone, email or text your details will be stored within our electronic database so that we can keep track of the advice you need from us. The table in the link explains how we use your information and for how long. Click here for the table.

If at any time, you wish to remove your consent for us to store you information, please contact us at

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 8.30am to 11.30am 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 visitors centre on 0191 332 3676 each day from 10am to 3.30pm.

HMP Frankland visitors -  Contact our visits team on 0191 376 5200, Tuesday to Sunday from 11.30am to 4pm. 

HMP&YOI Low Newton visitors - Contact our family engagement manager 9am to 5pm Monday to Friday on 0191 3764232 or the visitors centre on 0191 3764138

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 Monday to Friday, 9am to 11am on 01670 383736 or 11am to 2pm on 07410 574147.

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 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