The first night

First night in custody: when will they call?

If you are scared for someone inside, call Prisoners’ Families Helpline on 0808 808 2003.

A short call, sometimesThe list takes daysRing the prison if you must

You have not heard. It is late. Here is what usually happens, and who to ring if you are scared. The product can wait.

Checked against the published rates.

Can you ring them?

The first hours

Reception is a process. Property. Health. A compact to sign. Some people get a short call from reception. Many do not. There is no published national right to a call at a set hour.[1]

Security check the phone list when someone first arrives. GOV.UK says it may take a few days before they can call.[1] After that, each number still has to be added. There is no published deadline for those later adds.

So a quiet first night is common. A quiet first two days is common. Plan for that, so a silent phone is not read as worse news.

If you have heard nothing

You cannot ring in. There is no number that reaches them.[1] Can you call someone in prison?

If it is urgent — a death, a serious illness — ring the prison and say so. Staff pass the message. They may arrange a call back.[4]

If you do not know what to say, call the Prisoners’ Families Helpline. It is free. The staff know this night.[5] 0808 808 2003.

What helps when a call does come

Have a number they can write down. A landline is what most lists expect. Read it slowly. Have them read it back. One wrong digit is a week of silence nobody can see.

Keep your phone on. Answer numbers you do not know. The prison may ring you to check who you are.[1]

Common questions

Will they call on the first night?

Sometimes. Reception staff may let them make a short call when they arrive. It is not a right with a published time. Many families hear nothing until the PIN list has been checked. GOV.UK says that check may take a few days.

Why have I not heard from them?

They may still be in reception. The list may not be live. They may have no credit. They may not know your number by heart. None of that means they are hurt. If you are frightened, ring the prison and say so. The Prisoners' Families Helpline can tell you what to ask.

Can I ring the prison to speak to them?

No. There is no inbound line to a prisoner. The switchboard can take an urgent message — a death or a serious illness. They will not put you through for a chat.

What number should they have?

A number that is easy to write down and easy to get approved. A landline is how most lists are built. Get the digits to them by any route you have: a solicitor, a visit, a letter, or the first short call.

Sources

  1. [1]Staying in touch with someone in prison

    GOV.UK — current guidance. Read 2026-08-23.

    https://www.gov.uk/staying-in-touch-with-someone-in-prison

  2. [4]Support for families and friends of prisoners

    GOV.UK — current guidance. Read 2026-08-23.

    https://www.gov.uk/support-for-families-friends-of-prisoners

  3. [5]Prisoners' Families Helpline

    prisonersfamilies.org — opening hours read from the site. Read 2026-08-23.

    https://www.prisonersfamilies.org/