Prisoners' families and children Prison visitors' guides HMP Highpoint If you need support: 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). *** Address: HMP Highpoint Stradishall Newmarket, Suffolk CB8 9YG Currently, Ormiston deliver visitor services at HMP Highpoint. Visits information can be found on their website, the Ministry of Justice website or you can ring the main switchboard on 01440 743 100. Secure Video Calls This prison offers a secure video call service called Prison Video. You will need to use the Prison Video app on your phone or tablet device to have a video call with someone in prison. The Prison Video app is available to download from the Apple App Store or Google Play Store (or equivalent app stores outside the UK). HMPPS has produced a user guide and a list of frequently asked questions that will give you all the information you need to start using Prison Video. You can find this at https://www.prisonersfamilies.org/change-of-video-call-service Only people aged 18 or over can register for an account with Prison Video. You will need to provide your name, address, and date of birth, and upload photos of your ID and face. You will also need to add details of any other people who wish to take part in the video calls with you, such as children, and upload a clear photo of each participant’s face. You will need to upload ID for people over the age of 18 only, unless the prison specifically asks for anything else. Video calls will be free for now, while visits are affected by COVID-19 restrictions. This will be reviewed as HMPPS lift restrictions in prisons and more visits can take place. *** If you are worried about your loved one while they are a resident at this prison, you can contact the Safer Custody team on 01440 743004 (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 concern about your loved one, or would like information, support or advice on any aspect of the criminal justice system, please call the Prisoners’ Families Helpline on 0808 808 2003 (from 9am – 8pm Monday to Friday and 10am – 3pm Saturday and Sunday).