If they move
Moved prison: what happens to the phone list
If you are scared for someone inside, call Prisoners’ Families Helpline on 0808 808 2003.
The list often travelsChecks can happen againSilence is normal
They moved. The phone went quiet. That is the usual week, not a crisis. The list often goes with them. The new prison can still check it. A landline number does not need to change.
Checked against the published rates.
What usually happens
The PIN list belongs to the person, not to one prison.[1] When they move, staff at the new prison can use the same numbers. They can also check them again. There is no published deadline for that check.
Reception wings are busy. Credit may not be on the account yet. They may not know when association is. A few days with no call is normal. Weeks with no call is the point to ask the wing — from the inside.
You cannot chase the list from outside. How a number gets added. The same rule applies after a move.
What you do
Keep the same number
If it is a normal landline, do nothing to the line. Changing it starts the check from scratch.
Get them the digits again
A letter. A visit. Email a Prisoner if the new prison takes it. Read it out digit by digit when they next call.
Find the new prison if you need to
Use the Prisoner Location Service.[8] It needs their consent. The Prisoners’ Families Helpline can walk you through a request.[5]
What we will not promise
We cannot make the new prison approve a number faster. We cannot tell you which prison they went to. A company that claims either is guessing.
Common questions
Does the phone list move with them?
Often yes. The PIN account is tied to the person, not to one wing. The new prison can still check the numbers again. There is no published national rule that says the list always copies across on day one. Ask the wing at the new prison.
Why have the calls stopped after a move?
Days of silence are common. They are on a reception wing. The list is being checked. They have no credit yet. They do not know the new regime. Silence is not a refusal and it is not a sign something has happened to them.
Do I need a new number if they move?
Not if it is a normal landline. The number is not tied to a prison. They put the same number forward at the new one. It gets checked there, like the first time. A number that forwards calls is a different matter.
How do I find out which prison they went to?
The Prisoner Location Service on GOV.UK. It needs their consent before the location is given out. That is why a request can come back with nothing. The Prisoners' Families Helpline can talk you through it.
Sources
[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[8]Find a prisoner
GOV.UK — current guidance. Read 2026-08-30.
https://www.gov.uk/find-prisoner[5]Prisoners' Families Helpline
prisonersfamilies.org — opening hours read from the site. Read 2026-08-23.
https://www.prisonersfamilies.org/
The same number at the new prison.
A real landline is not tied to one establishment. They put it forward again. The prison checks it. Nothing changes on your phone.
No term. Stop in one tap.