Please note: Face to face social visits have restarted at this prison. Purple Visits video calls are also available. You can find updated information on timeshow to book, and what to expect below.

If you need support:

You can contact the Pact Family Workers at HMP High Down directly by filling in this form. You can also email the team at HMP High Down directly by emailing [email protected].

For more information, support and advice on all aspects of the justice system, you can contact the Prisoners’ Families Helpline on 0808 808 2003 (9am – 8pm Monday to Friday and 10am – 3pm at the weekend).

See some information that needs updating?

If you notice anything that is incorrect on this page, please contact us on [email protected]

Any further information can be found on the prison website at www.justice.gov.uk/contacts/prison-finder/high-down or you can ring the main switchboard on 0207 147 6300.

Address:

HMP High Down
High Down Lane

Sutton

Surrey

SM2 5PJ

Governor: Joanne Sims

Pact Worker contact: Olivia Cotter

Visitors’ Centre Telephone: 020 7147 6360

Visitors’ Centre Email:You can contact Pact at this prison by emailing [email protected] or by completing this contact form.

Visitors’ Centre Opening Hours: 8:30am – 4:45pm on Tuesday, Wednesday Thursday; 12:30pm – 4:45pm on Saturday and Sunday.

Visiting Times 

Monday

No Visits

Tuesday

09:30 – 10:30 and 14:30 – 15:30

Wednesday

09:30 – 10:30 and 14:30 – 15:30

Thursday

09:30 – 10:30 and 14:30 – 15:30

Friday

No Visits

Saturday

No Visits

Sunday

No Visits

The prison now do visits by house blocks. The days will change each month as you will see from the tables below:

For visits in May/July/September/ November: Tuesday Wednesday Thursday
AM Session (9:30-10:30) HB5 HB3 HB6
PM Session (14:30-15:30) HB4 HB2 HB1

For visits in June/August/October/ December:

Tuesday Wednesday Thursday
AM Session (9:30-10:30) HB1 HB2 HB5
PM Session (14:30-15:30) HB4 HB6 HB3



Booking a visit

To book your visit

Telephone: 020 7147 6570

Lines are open Monday to Wednesday 10am – 12pm, 2pm – 4pm; Thursday to Friday 10am – 12pm.

Online: www.gov.uk/prison-visits

You can also book in person at the Visitors’ Centre – however, you must remember to confirm your ‘In Person’ booking request has been successful by ringing the Visitors’ Centre the next working day after 3.00pm (closed Mondays and Fridays). If your call goes through to answerphone, leave a message with your name, telephone number and prisoner’s name and someone will get back to you.

Afternoon visitors will be able to book in at the Visitors’ Centre from 12.30pm on weekdays and at weekends. 

Any changes to a visit must be made by telephone no later than 12:00pm on the day before the visit is due to take place.

All visits must be booked in advance. Only those whom are named on the booking will be allowed entry into the prison. 

All visitors over the age of 16 will have their ID checked; for more information regarding Identification, please see Identification Policy below.

At your visit

In order to keep visitors, residents and staff as safe as possible, there will be a number of new rules and guidelines which have been put in place by the prison service. Download our quick guide to help you with what to expect at your visit

NOTICE: As of 28th May 2021 there have been changes to rules around physical contact during visits and on the number of households who can visit someone in prison. 

Physical contact

Children aged 11 and under will now be allowed to hug the loved one they are visiting in prison. There are no restrictions to the contact children under 11 can have, if it is in line with the prison’s normal rules. Children can leave their seat but will need to stay in the area marked out during the visit.

From 22nd July 2021, prisons in England and Wales can begin to allow visitors who test negative for Covid-19 to have physical contact with the person they are visiting. 

In order to have physical contact, you will be required to show a negative Covid-19 test result for a test taken on the day of your visit. The testing is voluntary, but it will help prisons identify potential cases of Covid-19 before they come into the prison and therefore reduce the chances of reducing prison regimes in the future. 

Visitors who choose to be tested will do so when they arrive at the prison, or alternatively, can take a test in the community or at home on the day of their visit. Visitors who take a test at home must provide evidence of their negative test result. If you test negative, you will be allowed physical contact with the person you are visiting. Each prison will decide individually what physical contact is allowed, based on pre-Covid-19 visiting policies, so physical contact may differ from prison to prison.

If you test positive for Covid-19, your visit will be postponed. You will be able to rebook after your isolation period. Visitors will be given information on where to get help and support.

To protect prisons, visitors are encouraged to access the widely available twice weekly rapid testing in the community. 

You can read more about testing to physical contact here: https://www.prisonadvice.org.uk/News/testing-for-physical-contact-what-does-it-mean-for-you.

Expansion of visits

Visitors from two households can now visit a person in prison at the same time. You can find out the maximum number of visitors allowed on a visit by contacting the prison directly. Adults and children who are over 11 must continue follow social distancing rules from the person you are visiting in prison.

For more information

You can view the updated guidance here.

Family Support from Pact

Pact family support will be available by email and you can access this by contacting [email protected]. If your issue is complex and you need to talk to us in person, please include your number in the email and tell us that you would like a call back - it would also be helpful if you could let us know whether we are able to leave a message if there is no answer - and we will aim to get back to you as soon as we possibly can. If you have urgent concerns about the welfare of your loved one in prison, please call the prison Safer Custody line directly.

You can also contact the Prisoners’ Families Helpline for advice and support on all aspects of the criminal justice system:

  • Call 0808 808 2003 (9am – 8pm Monday to Friday and 10am – 3pm at the weekend)
  • Email the team on [email protected]

Other ways to keep in touch

Phone

To speak to a prisoner on the phone, the prisoner has to call you using a prison phone.

Prison staff can listen to and record most types of call. Some calls aren’t monitored, for example when a prisoner calls a legal adviser.

Letters

Letters to prisoners should be addressed to: 

HMP High Down
High Down Lane

Sutton

Surrey

SM2 5PJ

(Prisoner’s name and prison number)        

You must write your own name and address on the back of the envelope or it will not be delivered to the prisoner.

If you do not know the prisoners’ prison number, please address the envelope as above with the prisoner’s date of birth next to his name.

Email

High Down uses two services – Email a Prisoner, which can be accessed at www.EmailAPrisoner.com and e-Postman which can be accessed at www.e-postman.co.uk

Through these services, family and friends can send a message that is printed out and delivered by prison staff by hand. Once you have signed up, you will receive an activation link via email which you will need to click on in order to activate your account and send a message. You need to buy a minimum of £5 credit in order to use the service, which runs at a cost of 40p per email. Some services offer a reply option, where you can pre-pay for the recipient to reply.  

Voicemail

Family members and friends can sign up to Prison Voicemail at www.PrisonVoicemail.com, a service which allows social contacts to exchange voicemails with prisoners.

On signing up, you will be given a unique local landline number you can call at any time to leave a message; this message will be instantly available for the prisoner to listen to. Prisoners can check their messages by dialing the same unique number from any phone in the prison and may leave a reply. When the message has been heard, the family member receives an instant text notification, signaling they may leave another message.

In order to access messages, the prisoner pays the cost of a landline call, but the cost of the service itself is paid by the family or friend. Plans start from £5 per month.

Security checks

HMP High Down operates a biometric ID system. All visitors over 16 years old will have their ID checked, their photograph taken and print taken of their index finger.  For all subsequent visits the fingerprint will then be used as proof of identification, however you must bring your ID with you on every visit as you may be asked to show it.   

When it is time for your visit and you have had your ID checked, you will be searched. This will include walking under a metal detector and a rubdown.  Females will be searched by members of the same sex. 

Sometimes you will be sniffed by security dogs. Make sure you wear clothes that are not contaminated by any form of drug as your visit will be refused.

During your visit, officers will be with you throughout and will open and lock doors in front of and behind you at all stages.

Identification Policy

You will need to bring one or more forms of identification with you to all your prison visits.

 If you have photographic identification (ID with your name and picture on - for example, a passport or driving licence) then you will only need to show this one form of ID. You can find a list of acceptable types of photographic ID in List A below

 If you do not have photographic identification, you will need to show two different forms of ID before you are allowed to visit. You can find a list of the acceptable forms of non-photographic ID in List B and List C below

List A: Acceptable types of photographic ID

You can use any one of the following documents with your photograph on:

If you aren't able to provide one of the ID documents listed above, you will need to provide two different forms of ID – one from List B and one from List C.

 

If you don’t have photographic ID you must provide one of the following ID documents:

 

List B

  • A Home Office travel document (convention travel document, stateless person's document, one-way document or a certificate of travel).
  • An older person's bus pass.
  • Freedom Pass.
  • Proof of age card recognised under the Proof of Age Standards Scheme (PASS)without a unique reference number.

 

In addition to one of the above documents, you will also need to provide one of the items from the following list:

 

List C

  • Your birth or adoption certificate.
  • An education certificate from a regulated and recognised educational institution (such as an NVQ, SQA, GCSE, A Level or degree certificate)
  • A rental or purchase agreement for a residential property (signed and dated).
  • Your marriage or civil partnership certificate.
  • A bank, building society or credit union current account card (which has your name on it).

Any combination of the above documents should be accepted, but you will need one from List B and one from List C.

Children’s Identification Policy

Visitors under 16 years old will not need ID; visitors over the age of 16 should refer to the list above.

Dress code

Please note, there will be extra restrictions in place during the Covid pandemic, including visitors being required to wear face masks during visits.

For security, health and safety reasons, some prisons have a specific dress code for visitors and others have a more relaxed policy, making assessments on a case by case basis.

There is a dress code in place for visitors. Anyone considered to be inappropriately dressed will be offered the opportunity to wear prison issue jogging bottoms/sweatshirts. If a visitor decides not to wear these items, then the visits will be refused. Here is a list of some of the items of clothing that are deemed inappropriate by the prison:

  • revealing or see-through clothing,
  • low cut tops,
  • bare midriffs,
  • dresses and skirts that are above knee-length
  • scarves,
  • sunglasses,
  • vests worn as a single garment,
  • slogan t-shirts that could be considered offensive,
  • ripped jeans,
  • hoodies,
  • steel-toe capped shoes/boots,
  • cloaks, capes, ponchos or other clothing that could prevent staff from observing sufficiently (unless worn for religious purposes),
  • Smart watches,
  • hats or head-wear (unless worn for religious purposes),
  • open-toe shoes or flip flops.

If you are unsure about whether your clothing meets the criteria, please do contact the Visitors’ Centre beforehand and double check. If in any doubt, please avoid any of the above.

What can I bring in? 

We are not serving any refreshments in the visitors' centre or visits hall at this time. Visitors do not need to bring £25 in coins.

Please note, some of these rules may have changed during the Covid pandemic. Please contact the prison to confirm.

  • Locker key
  • Essential medication
  • Empty baby’s feeding bottle
  • A dummy

Baby milk, juice, and nappies are available from the Tea Bar in the Visits Hall. No other items will be allowed past the main gate.

Food and drink

Please note, some of these rules may have changed during the Covid pandemic. Please contact the prison to confirm.

Light refreshments are available in the Visitors’ Centre and the Visits Hall.

If you would like to know more specific information on what you can bring, please contact the prison directly on the details at the top of the page.

Disabled Access

There is provision for disabled visitors and prisoners. Please inform the Visitors’ Centre if you have any specific needs.

Money

How do I send money to a prisoner?

From 2nd November 2020 the way prisoners can send and receive money has changed. You can no longer send money by bank transfer, cheque, postal order or send cash by post to any prison. You’ll need to send money through the Money to Prisoners Portal using a debit card instead. 

The Money to Prisoners Portal service is free, secure and available in all prisons in England and Wales.

To get started on the Portal you will need the prisoner's date of birth and prisoner number.

If you cannot use the online service, you may be able to apply for an exemption - for example if you:

  • are unable to use a computer, a smart phone or the internet
  • do not have a debit card

You cannot give money to the prisoner during a visit.

Banned items

Do not attempt to bring any of the following into prison during your visit:

  • illegal drugs
  • alcohol
  • weapons
  • a camera
  • a mobile phone
  • indecent or obscene material
  • material that threatens the security of the prison
  • material that is written in code

Financial Assistance for Visits

If you are on a low income or receive benefits you may be entitled to financial assistance for the cost of visiting your relative in prison. Help is provided by the Assisted Prison Visits Unit (APVU) Visit Centre staff can provide you with details. For more information, visit: www.gov.uk/staying-in-touch-with-someone-in-prison 

Property

Every prisoner has 28 days from date of arrival to have property posted in. Currently, due to covid, property is not allowed to be handed in. When sending property, the prisoner will need to put in a request on the wing. They are allowed 1 parcel. The parcel needs to include their full name, prison number, and a return address. 

At High Down, prisoners may order goods via their ‘Canteen Sheet’ which they receive every Friday. Money should reach the prison no later than Thursday to be available for that week’s canteen; they will not receive their order until the following week and days depend on individual House Blocks.

The exception to this rule is only for court clothes. Please contact the Visitors’ Centre direct for a complete listing of property allowance.

Court Clothing:

  • Suit trousers
  • Shirt
  • Jacket
  • Tie
  • Shoes
  • Belt (no large buckles)

Should there be any additional items within the package, it will be returned, and nothing will be passed on to the prisoner. Please note that court clothes are held in reception until the prisoner is actually going to court.

A printable PDF version of this guide is available for download here: High Down

Further Information

If you are worried about your loved one while they are a resident at this prison, you can contact the Safer Custody team on 0207 1476571 (from 10am – 4pm Monday to Friday only).

You may be asked to leave a voicemail. Please make sure you include:

  • Your name.
  • The reason that you are calling.
  • The name of your family member/friend (and their prison number if you know it).
  • Your telephone number (so that the prison can call you back).

Please wait at least 24 hours for a call back before contacting the prison again.

If you have a non-urgent question or concern about your loved one please call the Prisoners’ Families Helpline on 0808 808 2003 (from 9am – 8pm Monday to Friday and 10am – 3pm Saturday and Sunday).

This guide includes information that you may find useful for the duration of the time your family or friend is a resident at HMP High Down.