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
Email support@nepacs.co.uk
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.


Support at courts in the north east

Our courts team also offer a telephone listening service which provides ongoing short term support to families, from police custody suites, through to courts, and during the early days after a loved one goes to prison. This service is available:

Monday, Wednesday, Thursday and Friday from 1pm to 4pm
Contact 07774 385276
Text or leave a message and our team will call you back. 

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.  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 10.30am to 12noon 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 3518 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 leader Cath on 07726 655293 between 10am and 2pm Monday to Friday.

HMP&YOI Low Newton visitors - Contact our family engagement manager Gill from 9am to 5pm Monday to Friday on 07854 594054.

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 leader Liz on 07726 611175 between 10am and 2pm Monday to Friday.

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 youth@nepacs.co.uk 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,
Durham,
DH1 3HW

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