Telephone support available for prisoners families

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Would you like someone to talk to?

If you have any queries, 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:

Nepacs Helpline
Nepacs has launched a helpline 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.

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

Freephone 0800 012 1539
Text 07983 437 457

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 court

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 can help to alleviate worries and anxiety, at a time when family members are trying to cope with their changing circumstances.  This service is available:

Monday, Wednesday, Thursday and Friday from 1pm to 4pm
Contact 07854 594012 or 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.

Our Visitors Centres for prisons in the North East are starting to reopen to the public, 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 on 01642 744080 or 01642 744304 on the following days: Tuesday 10am to 7pm, Wed 10am to 4pm, Thursday 10am to 7pm, Friday 10am to 4pm and weekends 8am to 4pm.  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 would like to speak to our visitors centre team please call 0191 3323676, Monday to Sunday 9am to 2pm.  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 visitors centre team on 0191 376 5200, Tuesdays to Sundays from 11:30am to 4pm

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

HMP Deerbolt visitors - Contact our visitors centre team on 01833 633272 (from 11am to 1pm, Tuesday, Wednesday, Thursday, Saturday and Sunday) or our family support team on 01833 633416 Tuesday or Wednesday from 9am to 4pm.

HMP Northumberland visitors - Contact our visits team on 01670 383736 from 1pm to 4pm Monday to Friday or contact the team leader 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 or tel 07964 959959 or if you are looking for one to one support for a young person in the Northumbria, Tyne and Wear areas please contact Amin on 07908 412997.

Prisoners’ Families Helpline – Freephone 0808 808 2003

The national prisoners’ family helpline offers advice and support on all aspects of arrest, going to court and prison.
Lines open:
Mon - Fri 9am – 8pm
Sat & Sunday 10am – 3pm