If someone you care about has gone to prison, one of the first questions you may have is:
Can I call them?
In most cases, the answer is no — you usually cannot simply call a prisoner directly in the same way you would call somebody at home.
Instead, the person in prison normally makes the outgoing call to an approved friend, family member or other contact.
The exact arrangements can vary between prisons, but this guide explains how prison phone calls generally work in England and Wales and what families should expect.
Can I phone someone directly in prison?
Usually, no.
Prison telephone systems are generally set up so that the prisoner makes the call to you, rather than you calling them.
The person in prison normally needs your telephone number to be included on their approved contact list before they can call.
This means that calling the prison’s main number will not normally allow you to be transferred directly to the prisoner.
If you need urgent information, you can contact the prison itself, but this is different from making a personal call directly to the prisoner.
Why can’t I just call them?
Prisons have security and safeguarding responsibilities.
Telephone contact is therefore controlled rather than operating like an ordinary household phone line.
A prisoner’s contact list may be checked before calls are allowed.
This helps prisons manage who prisoners are communicating with and can help prevent unauthorised or prohibited contact.
Who normally makes the call?
In most cases, the prisoner calls the person outside the prison.
This can be a:
- partner
- parent
- child
- sibling
- other relative
- friend
- approved professional contact
The number usually has to be approved under the prison’s communication procedures.
Does my number have to be approved?
Often, yes.
When someone enters prison, they may provide the telephone numbers of the people they want to contact.
Those contacts can then be checked.
This means there can sometimes be a delay before a newly arrived prisoner is able to telephone family or friends.
If someone has only recently gone into custody and has not called yet, it does not necessarily mean there is a problem.
Their contact details may still be going through the prison’s normal procedures.
Can prisoners call mobile phones?
Yes, prisoners can generally call approved mobile numbers, depending on the prison’s telephone arrangements and the individual circumstances.
The important point is not whether the phone is an iPhone or Android phone.
What matters is whether the telephone number itself is permitted and approved.
If you want a fuller explanation, read our guide:
Can Prisoners Call Mobile Phones in the UK?
This should become an internal link on your website.
Can prisoners call landlines?
Yes, approved landline numbers may also be used.
Some families prefer to use a dedicated landline-style number specifically for prison-related calls.
This can help separate prison calls from an everyday personal mobile number.
A dedicated number can also make it easier to keep one consistent contact number.
Can I call back if I miss a prison call?
Usually, no.
This is one of the things families often find frustrating.
If you miss the prisoner’s call, you normally cannot simply ring the number back and reconnect with them.
The prisoner may need to try again when they next have access to the prison telephone system.
That is why some families keep their phone nearby or make sure they recognise the number associated with incoming prison calls.
Why hasn’t someone in prison called me?
There are many possible reasons.
These can include:
- they have only recently arrived;
- your telephone number is still being checked;
- they have not yet had telephone access;
- they do not have enough phone credit;
- their prison routine has affected telephone access;
- they have moved to another wing or prison;
- there may be a technical or administrative delay.
Try not to assume that silence automatically means something has gone wrong.
For somebody who has only recently entered prison, communication can take time to establish.
Can I contact the prison if I have not heard from them?
Yes.
You can contact the prison for general information or if you have a genuine concern.
However, staff will usually be limited in what personal information they can disclose.
Calling the prison also does not normally mean that they can simply put the prisoner on the phone.
If you do not know which prison the person has been sent to, there are official services that may help you find out where they are being held.
What if it is an emergency?
If there is a serious family emergency, such as:
- a death in the family;
- serious illness;
- an urgent welfare issue;
contact the prison directly and explain the situation.
The prison can advise you on the appropriate procedure.
Do not rely on trying to contact the prisoner through ordinary phone calls in an emergency.
Are prison phone calls recorded?
Most ordinary social prison calls may be monitored or recorded.
Families should therefore assume that normal telephone conversations are not necessarily private.
Certain protected communications, such as some legal calls, can be treated differently.
Can prisoners call whenever they want?
Not necessarily.
Telephone access can depend on:
- the particular prison;
- whether in-cell phones are available;
- the prisoner’s regime;
- the time of day;
- security procedures;
- individual restrictions.
Some prisons may allow more flexible access than others.
This is why families should always check the current information for the specific establishment.
How long can prison calls last?
There is no single call length that applies universally to every prison.
Call duration can depend on the prison’s systems, routine and the prisoner’s individual circumstances.
If you are looking for an exact time limit, check the official information for the particular prison.
Can I leave a voicemail?
Some services may allow prisoners and families to exchange voicemail messages.
However, this is separate from ordinary prison telephone calls and may involve an external service.
Families should check current official information and the prison’s own guidance.
Can prisoners use WhatsApp or FaceTime?
Ordinary prison calls do not generally work through the prisoner using a personal mobile phone with apps such as WhatsApp or FaceTime.
Unauthorised mobile phones are prohibited in prison.
Some prisons may offer approved secure video-call arrangements, but these are controlled services and are separate from normal smartphone video calling.
Can I send them my phone number?
Yes, but the person in prison will usually need to provide the number through the relevant prison contact-approval process.
The exact process can vary.
You should make sure:
- the number is correct;
- the prisoner has it accurately;
- the prison permits that type of number;
- any required approval process has been completed.
What is a dedicated prison call number?
Some families choose to use a separate UK number specifically for prison calls.
This can help them:
- keep prison communication separate;
- maintain a consistent number;
- recognise relevant incoming calls;
- avoid using their main personal number for everything.
That is the type of service Unli Prison Call provides.
How does Unli Prison Call work?
Unli Prison Call provides customers with a dedicated UK landline number.
The service currently costs:
£6.99 per month
Setup is normally completed within:
1–2 business days
After your number has been created, you receive your dedicated number and the relevant setup information.
The prisoner can then provide that number according to the prison’s contact-approval procedures.
Once approved by the relevant prison, calls to your Unli Prison Call number can be forwarded to your nominated mobile according to your service setup.
Does Unli Prison Call let me call the prisoner?
No.
This is important.
Unli Prison Call does not allow you to bypass the prison telephone system or call directly into the prison.
The prisoner still makes the outgoing call according to the relevant prison’s rules.
Unli Prison Call provides the dedicated number used on the receiving side.
Does Unli Prison Call guarantee prison approval?
No.
Prison approval is separate from the Unli Prison Call service.
The prison decides which numbers can be added or approved according to its own procedures.
Unli Prison Call cannot guarantee that a specific number will be accepted.
Is Unli Prison Call part of the prison service?
No.
Unli Prison Call is an independent telephone service.
It is not part of:
- HM Prison and Probation Service;
- the Ministry of Justice;
- GOV.UK; or
- any individual prison.
This should be clearly stated on your website because it builds trust and avoids confusion.
What should I do if someone has just gone to prison?
A useful first checklist is:
- Find out which prison they are in.
- Check the official information for that prison.
- Make sure they have your correct telephone number.
- Allow time for contact approval.
- Keep your phone available when possible.
- Learn how visits and letters work.
- Avoid relying on outdated social-media advice.
The first few days can be confusing, but communication often becomes easier once the correct contact arrangements are in place.
Frequently Asked Questions
Can I call someone in prison directly?
Usually not. The prisoner normally calls you.
Can I call the prison and ask to speak to them?
You can contact the prison, but you will not normally be transferred directly to the prisoner.
Can prisoners call mobile numbers?
Yes, if the number is permitted and approved.
What if I miss their call?
You normally have to wait until they call again.
Can I use a dedicated number?
Yes, subject to the prison’s approval procedures.
Can prisoners call at weekends?
Telephone access can vary by prison and regime. Check the relevant establishment’s current guidance.
Are calls private?
Most ordinary social calls may be monitored or recorded.
The key point
So, can you call someone in prison in the UK?
Usually, no.
In most cases:
the prisoner calls you.
You provide a telephone number, the number may need to be approved, and the prisoner then makes the call through the prison’s authorised telephone system.
If you want a dedicated UK number for receiving prison calls, Unli Prison Call provides one for:
£6.99 per month
with setup normally completed within: