Prison Phone Call Rules in the UK

Phone calls are one of the most important ways prisoners maintain contact with family and friends. Staying connected supports emotional wellbeing, strengthens relationships, and plays a key role in rehabilitation. However, prison phone access in the UK is governed by strict rules designed to ensure safety, prevent misuse, and protect victims.

Are Prisoners Allowed to Make Phone Calls?

Yes. Prisoners in England and Wales are allowed to make phone calls to approved contacts. Access to communication is considered an important part of maintaining family ties and supporting rehabilitation. However, calls are not unrestricted. Prisoners cannot call any number they choose, and all calls must comply with prison security procedures.

Approved Contact Lists

Before a prisoner can make a call, the number must be added to their approved contact list. This list is reviewed and authorised by prison staff to ensure compliance with security regulations. Numbers may be checked to confirm identity and prevent unauthorised or inappropriate contact. In some cases, the contact may be asked to confirm they consent to receiving calls. Once approved, the number is stored in the prisoner’s phone system and can be dialled using phone credit.

Prisoners Cannot Receive Incoming Calls

Families cannot call prisoners directly. All calls must be initiated by the prisoner using the prison phone system. If urgent contact is required, the prison may be contacted directly, but routine communication must occur through prisoner-initiated calls.

Call Monitoring and Recording

All prison phone calls are monitored and recorded for security and compliance purposes. This helps prevent criminal activity, protect victims, and ensure prison rules are followed. Prisoners are informed that calls are recorded, and any attempt to misuse the phone system may result in disciplinary action or restricted access.

When Can Prisoners Make Phone Calls?

Phone access depends on the prison regime, wing routine, and staffing levels. Prisoners typically have access to phones during association periods, evenings, and weekends. Because phones are shared among many prisoners, access time may be limited. Lockdowns, staff shortages, or disciplinary measures can temporarily restrict phone access. Families may receive calls at unpredictable times, so keeping your phone nearby during expected hours can help avoid missed contact.

Call Duration Limits

There is no universal maximum call length across all prisons, but calls are often limited by queue demand and phone availability. During busy periods, prisoners may need to keep calls short to allow others access. Phone credit availability may also limit call duration.

Can Prisoners Call Mobile Phones?

Yes. Prisoners can call mobile phones as long as the number is approved. However, calls to mobiles are significantly more expensive than calls to landlines, which is why many families choose to use a landline number to reduce costs. Check out our full guide here.

Phone Credit and Payment

Prisoners must have sufficient phone credit to make calls. Credit is typically funded from their prison account, which may include wages earned in prison or money sent by family and friends. If credit runs out, calls cannot be made until additional funds are available.

Reasons Phone Access May Be Restricted

Phone access may be limited for several reasons, including security lockdowns, staffing shortages, disciplinary action, or high demand for shared phones. If calls stop unexpectedly, these factors are often the cause rather than a technical issue.

Staying Connected Within the Rules

Prison phone rules are designed to maintain safety, prevent harassment or criminal activity, and protect victims while allowing prisoners to maintain important family connections. Although the restrictions can feel frustrating, they ensure communication remains safe and properly regulated.

Understanding prison phone call rules in the UK helps families avoid delays, missed calls, and confusion. Ensuring your number is approved, keeping your phone accessible during call hours, and understanding access limitations can make communication smoother and less stressful.

If you receive regular calls, using a landline or landline-rate service can also help reduce costs while staying fully compliant with prison rules.