How to call a prisoner in the UK (2025 Guide)

For families and friends with loved ones in prison, maintaining regular communication is both emotionally crucial and practically challenging. Phone calls remain one of the most direct and personal ways to stay connected, but navigating the UK prison communication system can be complex and costly. This comprehensive guide explains everything you need to know about calling prisoners in the UK in 2025, including recent changes to regulations, cost-saving strategies, and how services like Prison Call can help make staying connected more affordable.

Understanding communication from prisons

The prison phone system in the UK operates differently from regular telephone networks. Understanding these differences is the first step toward establishing reliable communication with your incarcerated loved one.

The PIN Phone System
Most UK prisons use what's known as a PIN (Personal Identification Number) phone system. Each prisoner is assigned a unique PIN number that they must use to access the telephone system. Through this system, prisoners can only call telephone numbers that have been pre-approved and added to their account. This restriction serves as a security measure, ensuring that inmates communicate only with authorized contacts.

All calls made through the prison system are recorded and monitored by staff, with the exception of legally privileged communications. These monitored calls typically have enforced time limits, often ranging from 10 to 15 minutes per call, to ensure fair access for all prisoners. Additionally, calls can only be made during designated hours that vary between facilities but generally coincide with periods when prisoners are not locked in their cells.

This structured system was implemented to maintain security and prevent unauthorized communications. However, it also means that establishing phone contact requires some advance preparation, both on your part and on the part of your incarcerated loved one.

Recent Changes to Prison Communication Policies (2024-2025)
The HM Prison Service regularly updates its policies regarding inmate communications. Recent changes have included extended phone access hours in many facilities to accommodate various family schedules. This adjustment recognizes the diverse working patterns and commitments of prisoners' families and aims to make communication more accessible.

There has also been a gradual implementation of in-cell telephones in more prisons across the UK, representing a significant improvement in access. Rather than competing for limited shared phones during association periods, prisoners with in-cell phones have greater flexibility to make calls throughout the day.Pricing structures for prison phone calls have been revised in some facilities, though costs remain higher than standard telephone rates. Additional monitoring technologies have been introduced for enhanced security, balancing the expansion of communication access with necessary oversight.

Select facilities have begun implementing digital communication options, including limited email services and video calling platforms. These changes reflect a growing recognition of the importance of family connections in reducing reoffending rates and supporting prisoner wellbeing.

Getting on the Approved Contact List
Before any calls can take place, the prisoner must add your number to their approved contact list. This process typically begins with your loved one requesting a form from prison staff to add telephone numbers to their account. They will need to provide your full name and telephone number, and in some cases, your address as well.

Once submitted, prison authorities may conduct basic security checks on the submitted numbers. The thoroughness of these checks varies between institutions and can influence how quickly numbers are approved. Your loved one must also have sufficient credit on their phone account to make calls, as the prison system operates on a pre-paid basis rather than allowing collect calls in most cases.

There is generally no formal notification system to inform you when a number has been approved. Instead, the prisoner will need to attempt a call to confirm whether the number has been successfully added to their approved list. This process can take anywhere from a few days to a couple of weeks, depending on the specific prison's administrative efficiency. If you haven't heard from your loved one after two weeks of submitting your number, it may be worth contacting the prison directly to inquire about the status.

When Can Prisoners Make Phone Calls?
Phone access varies considerably between different prisons and security categories. However, some general patterns exist across the UK prison system. Most standard prison facilities allow phone calls during association periods, typically in the evening between 6:00 pm and 7:30 pm when prisoners have free time outside their cells. These limited windows create high demand for phones, often resulting in shorter calls or occasional inability to connect due to queue lengths.

Prisons with in-cell phones generally permit calls during much broader hours, typically from 6:00 am to 10:00 pm. This expanded access significantly improves communication opportunities, allowing calls to fit around family schedules rather than strict prison timetables. Weekend and holiday hours are often extended in recognition of their importance for family connections, though this practice varies by institution.

During security incidents or health emergencies, such as the restrictions implemented during COVID-19, phone access may be limited or modified. These situations can disrupt established communication patterns and require flexibility from both prisoners and their contacts. It's important to note that even with official access hours, prisoners often share phone facilities with many others, which can limit actual availability. Having a regular schedule for calls can help ensure consistent communication despite these constraints.

The cost of phone calls from prison

One of the most significant barriers to maintaining regular contact is the cost of prison phone calls. Standard rates for calls from UK prisons remain substantially higher than regular phone calls, creating financial strain for many families.

Standard Prison Call Rates
As of 2025, standard prison phone rates in the UK typically range from 4p to 9p per minute for calls to landlines. Calls to mobile phones are significantly more expensive, costing between 13p and 20p per minute depending on the facility and service provider. These rates might seem modest at first glance, but they quickly accumulate, particularly for longer conversations or regular communication. A typical 15-minute call to a mobile phone can cost £2-£3, creating a significant financial burden for frequent communication.

The pricing disparity between landline and mobile calls creates a particular challenge, as most households now rely primarily on mobile phones rather than maintaining traditional landline services. This reality means most families are forced to pay the higher mobile rates unless they find alternative solutions.

Financial Impact on Families
The financial strain of accepting calls from prison disproportionately affects families already coping with numerous challenges. Many households experience a loss of income if the incarcerated person was previously a financial contributor. Simultaneously, the remaining family members often face increased childcare responsibilities and the emotional labor of maintaining family stability during separation.

Additional financial pressures include the costs associated with prison visits, which involve transportation expenses, time off work, and often food and accommodation for visits to distant facilities. Many families also send money to their incarcerated loved ones for essential canteen purchases, adding another regular expense.

For many families, these combined financial pressures make regular phone communication prohibitively expensive, despite its importance for maintaining relationships and supporting rehabilitation. The choice between financial stability and emotional connection becomes an impossible one that no family should have to make.

Getting on the Approved Contact List
Before any calls can take place, the prisoner must add your number to their approved contact list. This process typically begins with your loved one requesting a form from prison staff to add telephone numbers to their account. They will need to provide your full name and telephone number, and in some cases, your address as well.

Once submitted, prison authorities may conduct basic security checks on the submitted numbers. The thoroughness of these checks varies between institutions and can influence how quickly numbers are approved. Your loved one must also have sufficient credit on their phone account to make calls, as the prison system operates on a pre-paid basis rather than allowing collect calls in most cases.

There is generally no formal notification system to inform you when a number has been approved. Instead, the prisoner will need to attempt a call to confirm whether the number has been successfully added to their approved list. This process can take anywhere from a few days to a couple of weeks, depending on the specific prison's administrative efficiency. If you haven't heard from your loved one after two weeks of submitting your number, it may be worth contacting the prison directly to inquire about the status.

When Can Prisoners Make Phone Calls?
Phone access varies considerably between different prisons and security categories. However, some general patterns exist across the UK prison system. Most standard prison facilities allow phone calls during association periods, typically in the evening between 6:00 pm and 7:30 pm when prisoners have free time outside their cells. These limited windows create high demand for phones, often resulting in shorter calls or occasional inability to connect due to queue lengths.

Prisons with in-cell phones generally permit calls during much broader hours, typically from 6:00 am to 10:00 pm. This expanded access significantly improves communication opportunities, allowing calls to fit around family schedules rather than strict prison timetables. Weekend and holiday hours are often extended in recognition of their importance for family connections, though this practice varies by institution.

During security incidents or health emergencies, such as the restrictions implemented during COVID-19, phone access may be limited or modified. These situations can disrupt established communication patterns and require flexibility from both prisoners and their contacts. It's important to note that even with official access hours, prisoners often share phone facilities with many others, which can limit actual availability. Having a regular schedule for calls can help ensure consistent communication despite these constraints.

The cost of phone calls from prison

One of the most significant barriers to maintaining regular contact is the cost of prison phone calls. Standard rates for calls from UK prisons remain substantially higher than regular phone calls, creating financial strain for many families.

Standard Prison Call Rates
As of 2025, standard prison phone rates in the UK typically range from 4p to 9p per minute for calls to landlines. Calls to mobile phones are significantly more expensive, costing between 13p and 20p per minute depending on the facility and service provider. These rates might seem modest at first glance, but they quickly accumulate, particularly for longer conversations or regular communication. A typical 15-minute call to a mobile phone can cost £2-£3, creating a significant financial burden for frequent communication.

The pricing disparity between landline and mobile calls creates a particular challenge, as most households now rely primarily on mobile phones rather than maintaining traditional landline services. This reality means most families are forced to pay the higher mobile rates unless they find alternative solutions.

Financial Impact on Families
The financial strain of accepting calls from prison disproportionately affects families already coping with numerous challenges. Many households experience a loss of income if the incarcerated person was previously a financial contributor. Simultaneously, the remaining family members often face increased childcare responsibilities and the emotional labor of maintaining family stability during separation.

Additional financial pressures include the costs associated with prison visits, which involve transportation expenses, time off work, and often food and accommodation for visits to distant facilities. Many families also send money to their incarcerated loved ones for essential canteen purchases, adding another regular expense.

For many families, these combined financial pressures make regular phone communication prohibitively expensive, despite its importance for maintaining relationships and supporting rehabilitation. The choice between financial stability and emotional connection becomes an impossible one that no family should have to make.

How prison call can help you save

Services like Prison Call offer innovative solutions to the high cost of prison phone calls through virtual landline technology. This service bridges the gap between the prison system's outdated pricing structure and the reality of modern communication needs.

Virtual Landline Service Explained
‍Prison Call provides a local landline number that forwards to your mobile phone, creating a simple but effective system that delivers several key benefits. Since prisoners pay significantly less to call landlines (roughly 4-9p per minute versus 13-20p for mobiles), their phone credit lasts much longer, allowing for more frequent or extended conversations within the same budget.

The landline number can be selected from the same area code as the prison, potentially qualifying for local rate discounts in some facilities. This geographic flexibility means you can optimize the number for minimum cost regardless of where you actually live. Calls can be forwarded to any mobile phone, allowing you to receive calls wherever you are, without being tied to a physical location or traditional landline installation.

The beauty of this system is that it requires no additional equipment or hardware. Your loved one simply calls what appears to be a standard landline number, while you receive the call on your existing mobile phone. This seamless integration makes the service accessible to everyone, regardless of technical knowledge or resources.

Getting set up with Prison Call
‍The process for setting up a virtual landline through Prison Call is straightforward and user-friendly. You begin by selecting a package based on your expected call volume and communication needs. Different plans offer varying levels of included minutes and features to accommodate different budgets and requirements.

Next, you choose a local number, ideally with an area code close to the prison location to maximize any local calling benefits. You then provide the forwarding details by entering the mobile number where calls should be directed. This can be your primary mobile phone or any other number where you prefer to receive calls.

Once your virtual landline is active, you share the new landline number with your incarcerated loved one to add to their approved contact list. After the prison approves the new number, your loved one can call the landline number at the lower landline rate, and the call will forward automatically to your mobile phone.

The entire setup process typically takes less than 24 hours on Prison Call's end, with the only variable being how quickly the prison processes the new number addition. This quick implementation means families can start benefiting from cost savings almost immediately.

Practical tips for saving on calls

Beyond the logistics of setting up phone access, several practical strategies can help make prison phone calls more meaningful and stress-free for both parties involved.

Create a routine
Creating a regular schedule for phone calls provides structure and predictability in an otherwise uncertain situation. A consistent routine gives your loved one something positive to look forward to amidst the monotony of prison life. It reduces anxiety about missed calls and the frustration of failed connection attempts, which can be particularly distressing given the limited communication opportunities.

Regular scheduling allows both parties to prepare topics for discussion, making conversations more productive and satisfying. It helps manage the prisoner's phone credit expenditure by allowing for better budgeting and planning. Perhaps most importantly, established call times provide stability and normalcy in an otherwise rigid and unpredictable environment.Many families find that setting specific days and times for calls helps maintain consistency, even with the unpredictable nature of prison schedules. This might mean agreeing to calls every Tuesday and Sunday evening, or whatever pattern works best for your specific situations and the prison's phone access hours.

Manage call time effectivley
‍With most prison calls limited to 10-15 minutes, making the most of this time becomes essential for maintaining meaningful connections. Prioritizing important updates by sharing critical family news or information first ensures that essential communication happens even if calls are cut short. Keeping a note of things you want to discuss helps avoid wasting precious minutes trying to think of what to say once connected.

Finding a quiet space to take calls maximizes clarity and connection by minimizing distractions and miscommunications. When appropriate, planning for children to be available during calls helps maintain parental bonds and provides important reassurance for both the child and the incarcerated parent. Regardless of any difficulties discussed during the call, trying to conclude conversations on an encouraging note leaves both parties in a better emotional state until the next contact.

These strategies help ensure that limited call time strengthens relationships rather than causing additional frustration. With thoughtful preparation, even brief conversations can provide significant emotional support and maintain essential connections during separation.

Privacy and call monitoring
An important aspect of prison communication that all parties should understand is the monitoring system. In UK prisons, all standard calls are recorded and may be monitored by staff. This monitoring is not typically done in real-time for every call, but recordings are available for review and may be specifically monitored in certain circumstances. Calls are subject to termination if they contain inappropriate content such as planning illegal activities, harassing victims, or discussing escape plans.

The monitoring system exists to prevent criminal activity and ensure prison security, not primarily to intrude on personal conversations. However, this reality does mean that highly personal or sensitive matters should be approached with awareness of the lack of privacy. Some high-risk prisoners or those with specific security concerns may have more intensive monitoring applied to their communications.

The only exception to call monitoring is legally privileged communications with solicitors and legal representatives, the Criminal Cases Review Commission, and support services like The Samaritans. These protected calls must be arranged in advance through proper prison channels and are conducted on separate phone systems specifically designated for privileged communications.

When children are involved in prison calls, age-appropriate explanations about call monitoring can help them understand the communication constraints. For younger children, simple explanations like "The prison needs to make sure everyone follows the rules during phone calls" may suffice. Older children might benefit from a more detailed explanation of why security measures exist in prisons. This transparency helps prevent children from feeling confused or inhibited when speaking to their incarcerated parent or relative.

Topics to discuss (or avoid)
‍Productive conversations help maintain bonds and support the mental health of both parties. Beneficial topics include daily life and routine updates, which help keep the incarcerated person connected to family rhythms and reduce feelings of isolation. Sharing children's activities and achievements allows parents to remain involved in their children's development despite physical separation.

Supportive family news and positive developments provide encouragement and hope, while discussions about plans for the future help maintain perspective beyond the current period of incarceration. Conversations about books, TV shows, or other shared interests offer normality and shared experiences despite separation. Updates about educational or rehabilitation progress acknowledge positive steps and reinforce commitment to personal growth.

Some topics require more careful handling. Financial difficulties should be discussed when necessary, but balanced with more positive subjects to avoid adding stress with issues the prisoner cannot directly address. Complicated legal matters are often better addressed through legal representatives who can provide accurate advice and take appropriate action.

Relationship problems may sometimes need professional support rather than being fully addressed during brief, monitored phone calls. News that might cause security concerns within the prison environment should be approached thoughtfully to avoid creating complications for your loved one.

Finding the right balance of honesty and positivity makes conversations more supportive and constructive for both parties. This thoughtful approach to communication topics can significantly improve the quality of connection maintained through prison phone calls.

Other ways to stay connected

While phone calls provide immediate voice contact, other communication methods can supplement these conversations and provide different benefits for maintaining connections.

Letters or cards
Traditional mail remains a valuable communication method in prisons despite technological advances. Letters have no time limits or scheduling constraints, allowing for detailed sharing of thoughts and experiences. They can be read repeatedly for comfort during difficult moments, creating a lasting source of support between calls.

Written communication allows for sharing photographs and drawings, which is particularly meaningful for maintaining connections with children and documenting important moments. Physical letters provide a tangible connection—something that can be held and kept—in a way that phone calls cannot. The format also allows for more thoughtful and detailed expression than rushed phone conversations with strict time limits.

Many families maintain parallel communication through both calls and letters, each serving different emotional and practical purposes. The combination provides a more complete connection than either method alone could offer.

Email and messages
Some UK prisons now offer limited digital communication options that bridge the gap between traditional mail and direct phone contact. The Email a Prisoner service allows family members to send electronic messages that are printed and delivered to inmates, often with faster delivery than traditional mail. Some facilities have implemented prison voicemail systems where messages can be left for prisoners to access during their phone time.

Secure message delivery platforms have been introduced in select institutions, allowing for monitored electronic communications with varying response times. These services vary widely between facilities, with some offering next-day delivery and others taking several days to process digital communications. It's important to check with your specific prison for available options, as digital services are not universally implemented across the UK prison system.

Video visits / messages
Following their expanded use during COVID-19 restrictions, video visitation options have remained available in many UK prisons. The Purple Visits platform and similar services provide scheduled video calls via secure systems, allowing face-to-face communication without travel to the prison facility. These video options supplement in-person visits rather than replacing them, offering an additional connection method for families.

Video visits provide visual connection when phone calls alone feel insufficient, particularly for maintaining bonds with children who benefit greatly from seeing their parent's face and expressions. They can also serve as an interim connection between in-person visits, especially for families who live far from the prison and cannot visit frequently.While phone calls provide immediate voice contact, other communication methods can supplement these conversations and provide different benefits for maintaining connections.

Supporting children through a prison sentance

Children with incarcerated parents face unique challenges that thoughtful communication strategies can help address. Children need honest but age-appropriate information about their parent's situation to process their emotions in a healthy way. Explanations about where their parent/relative is, why phone calls have time limits, when they can expect to speak to their loved one, and why visits and calls are important provide essential context for understanding their changed family situation.

Using clear, non-stigmatizing language helps children process the situation without unnecessary shame or confusion. Phrases like "Dad is in prison" or "Mum is serving time" are preferable to misleading explanations that can cause confusion and trust issues later. The level of detail provided should be appropriate to the child's age and emotional maturity, with more detailed explanations as they grow older.

Regular phone contact can help maintain crucial parent-child relationships during incarceration. Scheduling calls during times when children are available and receptive, such as after school but before bedtime fatigue sets in, maximizes the quality of interaction. Encouraging the sharing of school experiences and achievements gives children a chance to maintain normal parent-child interactions despite the unusual circumstances.

Creating phone routines like bedtime stories or homework help provides structure and continuity to the relationship. Many prisons now support specific family initiatives that allow for longer calls dedicated to parental interaction. Allowing for natural conversation rather than forced interaction respects the child's emotional process and helps maintain authentic connection.

For many children, these consistent points of contact provide essential reassurance and continued attachment despite physical separation. Research shows that maintaining appropriate parent-child relationships during incarceration significantly improves outcomes for children and reduces the emotional trauma associated with parental imprisonment.

Common phone call challenges

Several common issues can disrupt prison phone communication. Being prepared for these challenges can reduce their impact and frustration. Poor connection quality is a frequent complaint with prison telephone systems. If call quality is consistently problematic, request that your loved one report technical issues to prison staff, as systemic problems may be addressable through maintenance.

During calls, keep conversations clear and concise when line quality is poor, focusing on key information rather than complex discussions. Avoid environments with background noise when expecting calls, as this compounds clarity issues. Consider whether a different forwarding number might have better reception if problems persist despite efforts to improve clarity.

Intense emotions often arise during limited prison communication, particularly given the constraints and lack of privacy. Acknowledge that brief calls can intensify emotional reactions due to the pressure to communicate everything quickly. Developing signals or phrases to indicate when a topic might be better addressed in letters can help manage emotional conversations within the constraints of monitored calls.Having support available for yourself after difficult conversations is important for your own emotional wellbeing. Remember that prison environments offer limited privacy for emotional processing, so your loved one may need to maintain composure regardless of the conversation's content.

When expected calls don't come through, remember that prison schedules and security measures can change without notice due to lockdowns, staff shortages, or security incidents. Avoid immediately assuming the worst, as many benign explanations exist for missed communications. Having alternative communication plans in place, such as letter writing or messages through official channels, provides backup options when phone systems are unavailable.

When possible, maintain communication with other prison contacts who might provide information about general conditions or restrictions affecting phone access. Having realistic expectations about the reliability of prison communication helps reduce anxiety when disruptions occur, allowing for greater resilience in maintaining long-term connections.

Legal Considerations for Prison Communication

Understanding the legal framework surrounding prison communication helps prevent potential issues that could further restrict contact. Certain communication restrictions may apply beyond standard monitoring, including court-ordered contact limitations that prohibit communication with specific individuals or about certain topics. These restrictions are legally binding and violations can result in serious consequences.

Some prisoners face restrictions based on victim protection measures, particularly in cases involving domestic violence or harassment. Security-based communication monitoring may be heightened for certain categories of offenses or risk levels. High-risk prisoners may face additional limitations on communication frequency or content based on their security classification.

These restrictions should be clearly explained during the prison induction process, but clarification can be sought from prison authorities if necessary. Understanding any specific limitations that apply to your situation helps avoid inadvertent violations that could jeopardize future communication privileges.

All prison communication services, including virtual landlines, must be used within the established legal framework. Services should never be used to facilitate unauthorized communications or circumvent prison security measures. Three-way calling features must not be enabled during prison calls, as this could allow contact with unauthorized individuals.

Call forwarding must be transparent and declared to prison authorities—services like Prison Call operate within official guidelines by providing legitimate call forwarding rather than concealed connections. Any security concerns or pressure to engage in unauthorized communication should be reported appropriately to protect both parties from potential consequences.

The Impact of Regular Communication on Rehabilitation

Research consistently demonstrates the positive impact of maintained family connections during incarceration. Studies show that prisoners who maintain regular family contact are up to 40% less likely to reoffend after release. This dramatic difference highlights the crucial role that communication plays in successful rehabilitation and reintegration.Inmates who preserve family connections throughout their sentence are more likely to secure housing and employment upon release, having maintained the social capital and support networks necessary for stability. They generally find it easier to reintegrate into family structures, having remained involved in family developments rather than becoming strangers to their own households. Research also indicates they are less likely to experience mental health deterioration while incarcerated, as regular contact provides emotional support and purpose.

These benefits extend to family members as well, particularly children, who show better adjustment and fewer negative outcomes when communication with incarcerated parents is maintained. Children with continued contact demonstrate fewer behavioral problems, better academic performance, and reduced emotional distress compared to those who lose connection with imprisoned parents.

Regular communication helps pave the way for successful reintegration by maintaining awareness of family developments and changes. This ongoing connection prevents the shock of returning to a family that has evolved in the prisoner's absence. It allows collaborative planning for release, with practical arrangements discussed and prepared in advance rather than hastily assembled at the last moment.

The preservation of social connections and support networks provides crucial resources for the challenging transition from institution to community. Perhaps most importantly, regular communication reduces the psychological distance created by incarceration, preventing the alienation and detachment that can make reintegration so difficult. This foundation of continued connection makes the transition from prison to community significantly smoother for all involved.

Navigating the UK prison communication system requires patience, planning, and often creative solutions to financial constraints. Services like Prison Call provide practical tools to make regular contact more affordable, allowing families to focus on the quality of communication rather than its cost.

By establishing consistent communication routines, preparing effectively for calls, and supplementing phone conversations with other forms of contact, families can maintain crucial bonds despite the challenges of incarceration. This investment in continued connection benefits not only the prisoner but the entire family unit, particularly children who need ongoing relationships with their incarcerated parents.

Remember that each prison operates slightly differently, so always verify specific policies with your loved one's facility. With the right preparation and support services, regular and meaningful communication with your incarcerated loved one is achievable, regardless of the obstacles that the prison system may present.

For more information about setting up affordable prison calls through virtual landline services, contact Prison Call today to discover how we can help you stay connected without the financial burden traditionally associated with prison communication.