HMPPS National Helpline For Prisoners’ Families Launches New Website



HMPPS National Helpline for Prisoners’ Families launches new website

The national Helpline funded by Her Majesty’s Prison & Probation Service (HMPPS) and run by the national charity supporting prisoners and their families, the Prison Advice and Care Trust (Pact), has launched its brand new website. 

The Helpline offers information, emotional support and signposting to thousands of family members of prisoners, people with convictions, and defendants. Over the past few months, Pact has worked closely with HMPPS, and in consultation with prisoners’ families, prison Family Services providers and criminal justice professionals to improve the Helpline website - refreshing and reviewing content and creating a more user-friendly, visually appealing site where information is easily accessible, accurate and up-to-date.  

The new website includes clear, practical information on all aspects of the criminal justice system from arrest, to sentencing, imprisonment, through to release and how to access family support. It also includes a brand new section where visitors can find Safer Custody and emergency contact information for all* prisons in England and Wales, alongside a short video explaining what families can do if they are worried about a loved one in prison.

The new site has also reintroduced a contact webform, where visitors can submit enquiries directly to the Helpline team, securely and confidentially, requesting a response by email or phone. It also includes a translate feature, enabling all content to be translated into any language, as well as downloadable fact sheets.  

Find out more at 

* Private prisons do not include Safer Custody phone numbers. These can be accessed by contacting the prison directly.

Contact the Helpline 

The Helpline can be reached on 0808 808 2003. The Helpline is open Monday – Friday from 9am – 8pm, and 10am – 3pm on weekends. You can also contact the Helpline team via email on