Having someone you care about in prison can make everyday communication feel much more complicated.
One of the first questions many families ask is:
How do prison phone calls actually work in the UK?
In most cases, you cannot simply telephone a prisoner in the same way you would call somebody at home. Instead, the person in prison normally makes the telephone call to an approved friend, family member or other contact.
The exact arrangements can vary between prisons, but this guide explains the general system in England and Wales, what families should expect and what to do if somebody you care about has recently entered prison.
Important: Prison rules and facilities can vary between establishments. Always check the official GOV.UK information page for the specific prison for the latest arrangements.
Who can make a prison phone call?
For ordinary telephone calls in prisons in England and Wales, the prisoner normally calls the person outside the prison.
GOV.UK states that the prisoner has to call you using a prison telephone. The person being called must normally be included on the prisoner's approved list of friends and family.
This means that, in most circumstances, a family member cannot simply phone the prison and ask to be connected directly to the prisoner.
Individual prisons may have different telephone facilities. Some establishments have phones available inside cells, while others use phones located elsewhere within the prison. Official prison information pages therefore remain the best place to check the arrangements for a particular establishment.
What is an approved prison phone number?
When someone first arrives in prison, they provide details of people they wish to contact.
Their list of friends and family is subject to security checks.
According to GOV.UK, prisoners can only make ordinary telephone calls to people named on this list, and the security-checking process when somebody first arrives can mean that it takes a few days before they are able to call.
So if somebody has recently entered prison and has not telephoned immediately, this does not necessarily mean that anything is wrong.
Their telephone number list may still be going through the prison's normal procedures.
What information might the prisoner need?
Usually, the person in prison will need the telephone number they want to add to their contact list.
The exact process can differ between prisons, so families should avoid assuming that one prison's procedure will be identical to another.
If you know which establishment the person is in, look up its official GOV.UK prison information page.
When can prisoners make phone calls?
There is no single telephone timetable that applies identically to every prison.
Telephone availability can depend on factors including:
- the prison
- the prisoner's location within the establishment
- the prison regime
- whether in-cell telephones are available
- security arrangements
- the individual's circumstances
For example, GOV.UK information for some prisons states that prisoners with in-cell phones can call approved contacts at many times during the day, while other prisons use different arrangements.
For this reason, families should check the page for the particular prison rather than relying on a general timetable found online.
Can prisoners receive incoming phone calls?
Normally, the prisoner calls you rather than you calling them.
GOV.UK's guidance for England and Wales says that the prisoner has to make the call using the prison telephone system.
If there is an urgent family matter — for example, a serious illness or bereavement — you should contact the prison directly and ask what procedure should be followed.
Do not assume that calling the main prison telephone number will allow you to speak directly to the prisoner.
Can prisoners call mobile phones?
A prisoner's approved friends-and-family list can include telephone contacts, but the exact calling arrangements and charges may depend on the prison system being used.
The key issue is usually that the telephone number must be approved and available on the prisoner's contact list.
If you are unsure whether a particular type of number is suitable, check the official information for the prison concerned before giving the number to the prisoner.
This is especially important because individual prison telephone systems and policies can change.
Mobile numbers versus landline numbers
Families may use either mobile or landline telephone services depending on the prison's arrangements and their own circumstances.
A landline-style number can be useful for families who want a dedicated number specifically for prison-related calls rather than giving out or relying solely on their personal mobile number.
That is where services such as Unli Prison Call can fit into the communication setup.
However, using any particular telephone number does not bypass prison security procedures.
A number may still need to be added to and approved on the prisoner's contact list according to the relevant prison's rules.
Are prison phone calls recorded?
Most ordinary prison telephone calls can be monitored and recorded.
GOV.UK states that prison staff can listen to and record most types of telephone call. Some categories of calls are treated differently, including certain calls with legal advisers.
HM Prison and Probation Service also has formal prisoner-communications policy covering how prisoners can maintain contact with family, friends and professional advisers. The current policy applies to prisons in England and Wales.
Families should therefore assume that an ordinary social prison telephone call may be monitored or recorded.
Why are prison calls monitored?
Telephone communication helps prisoners maintain family and community relationships, but prisons also have security responsibilities.
These safeguards are designed to prevent telephone systems being misused, for example to contact prohibited individuals or facilitate criminal activity.
The Ministry of Justice has previously explained that maintaining family contact is important while safeguards remain necessary around prison communications.
How long can prison phone calls last?
There is no single call length that families should assume applies to every prisoner in every prison.
The amount of time somebody can spend on the telephone may depend on their prison, available facilities, regime and personal circumstances.
Instead of relying on a generic figure, check the official information for the relevant establishment.
Who pays for prison phone calls?
Telephone arrangements and payment systems can differ depending on the prison and jurisdiction.
Many prisons use telephone-credit systems, with prisoners purchasing credit before making calls.
For example, individual GOV.UK prison pages explain that prisoners may need to buy phone credit before calling their approved contacts.
Charges and arrangements can change, so families should check the latest official information rather than relying on old figures found in forums or social-media posts.
Why hasn't someone in prison called me yet?
If somebody has only recently arrived in prison, there are several possible reasons they may not have called.
These can include:
- their friends-and-family telephone list is still being checked
- the number has not yet been added or approved
- they have not yet had access to the telephone
- their prison routine has affected telephone availability
- they have recently moved prison
- there may be an administrative or technical delay
GOV.UK specifically warns that the friends-and-family list is checked when prisoners first arrive and that this can take several days.
Therefore, try not to assume the worst simply because a call does not arrive immediately.
What happens if I miss a prison call?
Missing a prison call can be frustrating because you may not necessarily be able to ring the person straight back.
Because ordinary prison telephone communication is generally initiated by the prisoner, they may need to try again when they next have access to the telephone.
Keeping the receiving phone nearby and making sure you recognise the number used for prison calls can help reduce the chance of missing future contact.
What should families do when someone first goes to prison?
The first few days can be confusing.
A useful starting checklist is:
- Find out which prison the person is in.
- Check the official GOV.UK information for that prison.
- Make sure the prisoner has the correct telephone number for you.
- Allow time for their friends-and-family list to be checked.
- Find out how visits work at that establishment.
- Check how letters, money and other communication services work.
- Avoid relying on outdated advice from social-media comments or forums.
GOV.UK maintains information and support specifically for families and friends of prisoners, including prison visits, staying in touch, finding a prisoner and sending money.
Can families use video calls?
Some prisons in England and Wales also offer secure video calls.
The process is separate from ordinary prison telephone calls and can involve approved visitor lists, identity verification and specific apps.
GOV.UK provides a dedicated secure-video-call service and advises families to check the individual prison's information to see which system is used.
Can you leave a prisoner a voicemail?
GOV.UK also refers families to the Prison Voicemail service, which can allow voice messages to be exchanged with somebody in prison.
This is separate from Unli Prison Call.
What is Unli Prison Call?
Unli Prison Call is an independent service for families and friends of people in prison.
It is not part of HM Prison and Probation Service, the Ministry of Justice or GOV.UK.
Unli Prison Call provides a dedicated UK telephone number that customers can use as part of their prison-call arrangements.
Your current Unli Prison Call subscription is:
£6.99 per month
Setup is normally completed within:
1–2 business days
The number can then be used according to the service instructions provided to the customer.
The telephone number does not bypass prison rules or approval procedures. If the prison requires the number to be approved or added to the prisoner's contacts, that process still applies.
How it works
1. Order your Unli Prison Call service online.
2. We set up your dedicated number.
3. You receive the number and setup instructions.
4. The prisoner can provide the number to the prison according to that establishment's procedures.
5. Once the relevant prison requirements are complete, calls can be received according to the service arrangement.
Want to learn more?
Visit our How It Works page to understand the service before ordering.
Unli Prison Call — helping families stay connected.
Frequently Asked Questions About UK Prison Phone Calls
Can I phone somebody directly in prison?
Generally, ordinary telephone contact works the other way around: the prisoner calls the approved person outside the prison.
Why does my number need approval?
Prison contact lists are subject to security procedures. GOV.UK says the friends-and-family list is checked when a prisoner first arrives.
Can prison staff listen to our conversation?
Most ordinary prison telephone calls can be listened to and recorded by prison staff. Certain protected types of calls, including some legal communications, are treated differently.
Why hasn't the prisoner called yet?
If they have recently arrived, their telephone contacts may still be undergoing security checks. It can take several days before a new prisoner is able to call.
Are phone-call rules the same in every UK prison?
No. Prison arrangements can vary, and Scotland and Northern Ireland operate separate prison systems from England and Wales. Always check information for the specific prison.
Official information
For current government information, see the GOV.UK guidance on staying in touch with someone in prison, which covers telephone calls, letters and secure video calls.
Can Prisoners Call Mobile Phones in the UK?
Can You Call Someone in Prison?
Why Hasn't Someone in Prison Called Me?
Are Prison Calls Recorded?
How to Find Which Prison Someone Is In
UK Prison Directory
How Unli Prison Call Works
£6.99 Unli Prison Call product page