Pact awarded contract to continue delivering the Prisoners’ Families Helpline

Pact is pleased to confirm that HMPPS has awarded us the contract to continue running the Prisoners’ Families Helpline, a vital national service that provides information, guidance and emotional support to families and professionals affected by the criminal justice system. 

Pact has delivered the Helpline since 2018, combining specialist staff expertise with the dedication of trained volunteers. The service supports people navigating the complexities of arrest, imprisonment and release, offering clear and practical advice at moments that can feel overwhelming. 

The Helpline operates Monday to Friday from 9am to 8pm, and weekends and bank holidays from 10am to 3pm (closed only on Christmas Day and Boxing Day). Calls cover a wide range of enquiries, including safeguarding concerns, visiting arrangements, staying in touch with a loved one, sending items into prison, and understanding court or custody processes. The Helpline also receives calls from teachers, social workers, solicitors and others seeking accurate information. 

As part of our commitment to improving accessibility, Pact has recently introduced a 24/7 online chatbot, allowing users to access clear answers to common questions at any time of day or night. 

The Prisoners’ Families Helpline website hosts a comprehensive suite of resources, including Prison Life videos that explain everyday routines and procedures inside prison. The site also includes a Safer Custody portal, which enables users to raise concerns about a loved one’s safety or wellbeing directly with the prison—a critical safeguarding tool for families. 

Andy Keen-Downs CBE, CEO of Pact, says: 

“When your loved one is sent to prison you are often left afraid and floundering, struggling to navigate a system that can feel intimidating and confusing. The Prisoners’ Families Helpline exists both to provide a calm and listening ear, and to help people find the answers they need. Pact is proud to continue delivering this important service as part of our commitment to supporting families and contributing to better, safer outcomes across the criminal justice system. On behalf of the thousands of families who use this service, we are very grateful to HMPPS for their continued support.”