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Moved prison: what happens to the phone list

They moved prison, and the phone went quiet. That's common after a transfer.

Checked against GOV.UK and HMPPS policy.

The short answer

Their list goes with them. The new prison may check it again.

A landline number doesn’t need to change.⁠[3, 5.15]

  1. The phone goes quiet. That’s common after a move.
  2. The new prison checks the list. Then they can ring again.
  3. Same number. A landline number doesn’t need to change.

After a move

What usually happens.

There's no published deadline for the new prison’s check.

They may start on a busy reception wing. Credit may not be on their account yet. They may not know when they can get to a phone.

A few days with no call is normal. After weeks with no call, they should ask the wing.

You can't chase the list from outside. The same rule applies after a move. Getting on their phone list.

Your part

What you do.

  1. Find the new prison, if you need toUse the Prisoner Location Service on GOV.UK.⁠[8] It needs their consent. Find where they're held. The Prisoners’ Families Helpline can walk you through a request.⁠[5]
  2. Keep the same numberLeave the line alone. A new number has to be checked from the start.
  3. Send the number if they don't have itSend it in a letter or bring it on a visit. You can also use Email a Prisoner. You write online and the prison prints it for them.⁠[1]

Common questions.

Does the phone list move with them?

Yes. Their list goes with them. The new prison may check it again. No published rule says it works on the first day. Ask the wing at the new prison.

Why have the calls stopped after a move?

Days of silence are common. They may be on a reception wing. Their list may be being checked. They may have no credit yet, or not know the new routine. Silence isn't a refusal. It isn't a sign something has happened to them.

Do I need a new number if they move?

No. The number isn't tied to a prison. Their list goes with them. The new prison may check it again. A number that passes the call on is different. Read about call forwarding

How do I find out which prison they went to?

Use the Prisoner Location Service on GOV.UK. It needs their consent before the location is given out. That's why a request can come back with nothing. The Prisoners' Families Helpline can talk you through it.

Check us

  1. Staying in touch with someone in prison. GOV.UK, current guidance. Read 23 August 2026. Read it yourself
  2. Interception, monitoring and security of prisoner communications policy framework. HM Prison and Probation Service / Ministry of Justice, issued 11 August 2026. Read 26 August 2026. Paragraph 7.9 points to a separate operations manual for exceptions. We have not read it. Read it yourself
  3. Prisoners' Families Helpline. prisonersfamilies.org, opening hours read from the site. Read 23 August 2026. Read it yourself
  4. Find a prisoner. GOV.UK, current guidance. Read 30 August 2026. The Prisoner Location Service. It needs their consent before it tells you where they are. So a request can come back with nothing. Read it yourself