.svg)
.jpg)
The Prisoner Information Number, better known as the PIN system, is one of the most important aspects of daily life for people in custody across the United Kingdom. It is the gateway that allows prisoners to stay in touch with family, friends, and legal representatives while ensuring that the prison maintains a high level of security and oversight. Without the PIN system, communications would be chaotic, open to misuse, and impossible to manage effectively.
For families on the outside, the concept of a “PIN phone call” can often feel confusing or intimidating. Why do prisoners need a PIN to use the phone? How does the system work in practice? And what rules are in place to make sure it is both safe and fair? In this article, we will take a comprehensive look at the PIN system in UK prisons, exploring its purpose, the way it operates, and what it means for both prisoners and their loved ones.
To understand whether Prison Call will work for you, it's helpful to first understand how phone calls from UK prisons operate. All prisons use what’s known as a PIN phone system. This is a controlled and monitored phone network where each prisoner is assigned a Personal Identification Number (PIN). That PIN is linked to their personal phone credit account and ensures all calls are logged and monitored by staff for security reasons.
Prisoners can only call pre-approved numbers — usually up to 20 for social contacts (like family and friends), and a separate list for legal or confidential contacts (like solicitors). Calls are recorded and reviewed if necessary, except for legal calls which are exempt to protect solicitor-client privilege.
Inmates pay for these calls using their account balance. The price of each call depends on whether they’re dialling a mobile or landline. Calling a landline is significantly cheaper than calling a mobile — often saving them as much as 15p–20p per minute. And that’s where Prison Call can help.
The primary purpose of the PIN system is to create a controlled, traceable method for prisoners to use the telephone. Unlike the outside world, where anyone can simply pick up a phone and dial a number, in prison the stakes are much higher. Authorities must ensure that communication does not compromise public safety, assist in criminal activity, or pose a risk to victims and witnesses.
By issuing every prisoner with a unique PIN, prisons can monitor who is making calls, when those calls are made, and to whom. This provides accountability on the prisoner’s part and transparency for the prison staff. The PIN system therefore strikes a careful balance between upholding prisoners’ rights to maintain family ties and ensuring security within the establishment.
When a prisoner arrives at a UK prison, one of the first things they are issued with (alongside basic items such as bedding and toiletries) is their unique PIN number. This code is linked to their individual prisoner record and is required every time they wish to make a phone call from the wing or unit.
To make a call, the prisoner must first dial into the prison phone system. They are then prompted to enter their PIN. Once the PIN is verified, the system cross-checks the number they are trying to dial against their approved contact list. If the number is on the list, the call goes through; if not, the attempt is blocked.
The system automatically logs details of every call, including the prisoner’s PIN, the number dialled, and the time and duration of the call. Many calls are also recorded, except those to solicitors, which are protected under legal privilege.
A crucial feature of the PIN system is the approved contact list. Prisoners cannot call just anyone they please. Instead, they must submit a list of telephone numbers they wish to have authorised. These numbers are checked by prison staff, and in some cases, the police or probation service, before being approved for use.
The checks ensure that prisoners are not contacting victims, witnesses, or anyone who may pose a risk to the community or the smooth running of the prison. Once a number has been approved, it is linked to the prisoner’s PIN and becomes available to call.
For families, this means there can sometimes be a delay between providing a number and being able to receive calls. However, this safeguard is essential in balancing the prisoner’s right to communication with the need for protection and monitoring.
Security is at the heart of the PIN system. While prisoners are encouraged to stay in touch with their loved ones, prison authorities must remain vigilant to prevent misuse of the phone system.
The PIN system allows staff to listen to live calls, review call records, and flag suspicious patterns. For instance, if a prisoner is making repeated calls to unrecognised numbers or attempting to share their PIN with others, this will raise red flags.
In serious cases, prisoners may lose their phone privileges entirely. However, for the vast majority of inmates, the system works smoothly and provides a vital lifeline to the outside world.
One of the most important roles of the PIN system is to prevent unwanted contact between offenders and victims. Before any number is added to a prisoner’s contact list, checks are made against victim databases to ensure there is no risk.
This protects vulnerable people from intimidation, harassment, or distress. It also reassures the public that while prisoners do retain the right to call their family and legal representatives, they cannot misuse the system to cause harm.
In day-to-day prison life, the PIN system is one of the most familiar routines. Prisoners usually have access to phones during association periods or at specific times of day. Calls are limited in length, often to around 20 minutes, to ensure that all prisoners get fair access.
To make a call, the prisoner simply queues for the phone, enters their PIN, and dials an approved number. They will hear a recorded message at the start of the call informing both parties that the call may be recorded or monitored.
The cost of the call is deducted from the prisoner’s account, which they can top up through prison earnings, family contributions, or other permitted means.
For a prisoner to make a call, they must have credit on their PIN account. Credit can be added in two ways: either by the prisoner earning wages through prison work or by friends and family sending money in via approved channels such as GOV.UK’s ‘Send Money to Someone in Prison’ service.
Once the funds are in their account, the prisoner can allocate money specifically to their PIN for calls. This ensures that phone usage remains a budgeted and transparent activity.
Call costs are usually charged at a standard landline rate, which makes it much cheaper for prisoners to call virtual landline numbers than mobiles. Services like Prison Call help families save even more by providing a virtual landline that connects directly to a mobile, reducing the per-minute cost of calls.
Although it might seem restrictive at first, the PIN system has many benefits for both prisoners and the wider community.
For prisoners, it provides a reliable, structured way to stay in touch with loved ones. Consistent communication is known to reduce reoffending rates, as strong family ties can help prisoners reintegrate upon release.
For families, the system offers reassurance that calls are monitored, that victims are protected, and that calls remain affordable. For the prison service, the PIN system is a vital security tool that ensures accountability and helps maintain order.
Despite its benefits, the PIN system is not without its frustrations. Delays in approving numbers, technical glitches, or high call costs can all create barriers to communication.
In some prisons, limited access to phones means long queues and missed opportunities to speak with loved ones. In others, poor infrastructure can lead to calls failing to connect. These challenges can be distressing for prisoners and their families, but most establishments work hard to minimise such issues.
In recent years, the Ministry of Justice has explored new ways to modernise prison communications. In-cell telephony has been introduced in some establishments, allowing prisoners to make PIN calls directly from their cells during permitted hours.
Video calls have also been trialled, especially during the COVID-19 pandemic, offering another way for prisoners to stay in touch when in-person visits were restricted. However, even with these new developments, the PIN system remains the backbone of prisoner communications in the UK.
For families, one of the biggest frustrations with the PIN system is the cost of calls. While charged at a landline rate, this can still add up over time, especially for those on limited incomes.
This is where services such as Prison Call make a difference. By providing a virtual landline number, these services ensure that prisoners are always dialling a landline rather than a mobile, cutting costs dramatically.
On average, families using services like Prison Call can save around £100 per month, making it much easier to maintain regular contact. In a system where every penny counts, this support is invaluable.
The PIN system is far more than a technical process; it is a vital lifeline for prisoners and their families. It ensures that prisoners can maintain family bonds, access legal advice, and prepare for life after release, while also protecting the public and safeguarding victims.
Though it comes with challenges and frustrations, the PIN system remains the most effective way to balance communication rights with the need for security. By understanding how it works, families can navigate the process with greater confidence and make the most of the opportunities it provides.
For those looking to save money and make communication easier, services like Prison Call offer a practical solution that works hand in hand with the PIN system, keeping families connected during difficult times.
.png)
Find out more about our most popular plan and get unlimited calls from prison.
Start saving todayFind out how much you can save with prison call with our cost saving calculator.
See how much you can saveWe're on a mission to keep you connected to your loved ones at an affordable rate.
Back home
.jpg)
.jpg)
