Fran's story: "You'd have thought I'd given her the world"
I retired four years ago after a long career in a multinational insurance investment company. I knew I wanted to spend this chapter of my life doing something meaningful—something that made a difference to people. I also carry my own story: years ago, I came very close to being in prison myself. I often think, If I hadn’t been middle‑class, white, female… would things have turned out differently? That realisation has stayed with me. It made me more empathetic, more aware, and more determined to support people who haven’t had the advantages I’ve had.
"I came very close to being in prison myself. I often think, If I hadn’t been middle class, white, female… would things have turned out differently? That realisation has stayed with me."
When I first started thinking about prison visiting, I wasn’t sure where to begin, so I did some googling and found Pact. From the moment I met them, I felt something click. The organisation didn’t feel bureaucratic. It wasn’t about appearances or box ticking. It felt real—full of people who genuinely wanted to make a difference. Even when I had to talk openly about my conviction during the interviews, I never once felt judged. I just felt supported.
Starting out
My very first prison visit as part of the recruitment process was to Brixton, and honestly—it shook me. It was a real eye opener and confirmed I was absolutely doing the right thing. After that, I had lots of training, especially around safeguarding and boundaries. Once I had completed my training I began with community mentoring, then started visiting people in prison, first at HMP Highdown and now at HMP Send. Throughout all of it, I’ve felt supported every single step of the way.
A typical shift used to start with arriving at the prison an hour early—security checks, searches, dogs, the usual. At Send it’s a bit more relaxed, but the heart of the visit is the same everywhere: you sit down and talk. Up to two hours of talking. People always ask, “What on earth do you talk about for that long?” And the truth is: you always find something. The people we visit want to see us—they’ve asked for someone to talk to. You're not imposing. You’re a lifeline to the outside world.
"Pact felt real—full of people who genuinely wanted to make a difference."
The lows
Some stories stay with you, and some break your heart a little. There was a man in Highdown who had missed multiple parole meetings because he didn’t want to be released. He couldn’t forgive himself for his crime. He believed he didn’t deserve a life outside. Sitting with someone carrying that much pain is heavy.
Another time, a prisoner asked me to meet him at the gate when he was released. I’m naturally the sort of person who wants to scoop everyone up and take them home with me—so I really needed my manager to help me set boundaries. And they did. Pact is exceptional at that. You’re never left alone with the weight of the work.
… And the highs
The beautiful moments stay with you too. One person I supported came to their first visits presenting as male. On the third visit, they arrived in a floaty skirt and makeup. They felt safe enough—with me, in that space—to show up as themselves. I can’t tell you how much that meant.
At Send, I always hug the women I visit. At the end of each meeting I ask, “Shall I come back in a couple of weeks?” and every single time, the answer is “Yes, please.”
A few weeks ago, one woman told me she hadn’t had an ice cream in three years. I bought her one from the kiosk and you’d have thought I’d given her the world. Those tiny things—things we take for granted—can turn someone’s entire week around.
"You’d have thought I’d given her the world. Those tiny things—things we take for granted—can turn someone’s entire week around."
Most of the people I visit don’t get any other visitors. One wrote on their feedback form that they cherished “hearing what the outside world is like” and having a conversation that wasn’t just about prison life. Sometimes people simply need to talk, to offload, to feel empathy. Sometimes they need to remember who they were before this, or who they could be after.
Something I didn’t know I was missing
Volunteering with Pact has given me something I didn’t even know I was missing. It’s sad at times—of course it is—but it’s incredibly rewarding. I feel like I’m doing something that truly matters, something that makes someone’s life a little less miserable. I even won Volunteer of the Year, which still makes me laugh, because in my mind all I do is talk to people.
"Volunteering with Pact has given me something I didn’t even know I was missing. I feel like I’m doing something that truly matters, something that makes someone’s life a little less miserable."
If you’re thinking about volunteering…
Do it.
Don’t worry about what you’ll talk about—they’ve asked for a visitor. They’ll be engaged. And if it doesn’t click, that’s okay; people can be matched differently. All you really need is the ability to listen, to be open-minded, to show empathy, and to leave your judgement at the door.
Because honestly? Any one of us could end up in their shoes through one mistake. Volunteering with Pact is a reminder of our shared humanity—and the difference kindness can make.
