Someone I love has just gone to prison: how to stay in touch

The Prisoners' Families Helpline is free and confidential. Call 0808 808 2003, Monday to Friday 9am to 8pm and weekends 10am to 3pm. It covers England and Wales. In Scotland, contact Families Outside, and in Northern Ireland, NIACRO.

1. Wait for the first call. When someone arrives, they get a prisoner number and go through an interview and assessment. Their first call can take up to 72 hours.
2. Write down their prisoner number. You will need it for nearly everything. Here's how to find it.
3. If you don't hear from them after 72 hours, use the Find a Prisoner service. Their solicitor may also be able to help.

• They can only call numbers on their approved list. Security checks can take a few days, and sometimes up to a week.
• You can only visit if they have added you to their visitor list.

• Letters: put the prisoner number on the envelope. See what you can send.
• Phone: they call you and pay for calls from their own money.
• Video calls: usually one free 30-minute call a month, through the Prison Video app or Purple Visits, depending on the prison.
• Visits: convicted prisoners usually get at least two 1-hour visits every 4 weeks. People on remand usually get three 1-hour visits a week. You may be able to get help with the cost.
• Messages and photos: Purple Post works at HMP Parc, HMP Five Wells and HMP Rye Hill, from 50p per message, including a reply. Email a Prisoner works at many other prisons.

People in prison use their own money for calls and other things. You can send money online on GOV.UK using their prisoner number and date of birth.