Contact us

The 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.

Opening hours
Monday and Friday 12noon - 8pm
Saturday and Sunday 9am - 2pm

Freephone 0800 012 1539
Text 07983 437 457

You can also email the team if you would like to share your experience about visits, video calls or lockdown restrictions currently in place in north east prisons. 

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.

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 are 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 Family Support Team in HMP Durham on 0191 332 3807 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 on 0191 376 5200, Tuesday to Sunday from 11.30am to 4pm. 

HMP&YOI Low Newton visitors - Contact our family engagement manager from 9am to 5pm Monday to Friday on 0191 376 4232.

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.

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 21, 22 or 23 December on or tel 07964 959959.

You can also contact us or give feedback on our services by filling out the form below.

If your enquiry is urgent and regarding the safety of a loved one in prison, then please contact the prison direct and speak to their safer custody team as this e-mail is not monitored 24/7.  

Please note that although we will endeavour to treat all information confidentially some of our mailboxes are accessed by a number of Nepacs staff and volunteers. Please limit confidential personal information or identifiable data in any email correspondence. If you are concerned about privacy and would like to have a confidential discussion, please contact us by telephone.

For general enquiries you can contact our head office:

20 Old Elvet,

General enquiries:
Tel: 0191 375 7278

Get in touch

Please note: We are unable to help with booking or cancelling prison visits. Please ring the relevant booked visits line to book or cancel.

How to find us