Book and plan your visit to Stoke Heath

To visit someone in Stoke Heath you must:

• be on that person’s visitor list
• book your visit at least 2 days in advance
• have the required ID with you when you go

At least one visitor must be 18 or older at every visit.

There may be a limit to the number of visits a person can have. You can check this with Stoke Heath.

Contact Stoke Heath if you have any questions about visiting.

Help with the cost of your visit

If you get certain benefits or have an NHS health certificate, you might be able to get help with the costs of your visit, including:

• travel to Stoke Heath
• somewhere to stay overnight
• meals

How to book family and friends visits

You can book your visit online or by telephone.

Telephone booking line: 0300 060 6506
Find out about call charges

The booking line is open:

• Monday, Wednesday and Friday: midday to 5pm
• Tuesday and Thursday: 9am to 5pm

Visiting times:

• Tuesday: 2:15pm to 3:45pm
• Wednesday: 2:15pm to 3:45pm
• Thursday: 2:15pm to 3:45pm
• Saturday: 2:15pm to 3:45pm
• Sunday: 2:15pm to 3:45pm

Visitors must arrive prior to 2pm to be booked in.

If you have any concerns or individual needs when visiting Stoke Heath, please contact the prison prior to arrival, or approach any member of staff on arrival. We will ensure to listen to needs/queries and hopefully ensure your visit runs smoothly, with you feeling as comfortable as possible. We are also conscious that some of our visitors may be visiting a prison for the first time, and we recognise this could be an intimidating or anxious time, so please approach staff and we will happily answer any questions that you may have and talk you through the visits process so you are aware of what to expect.

How to book legal and professional visits

Booking line: 0300 060 6506
Find out about call charges

Legal and professional visits booking line is open: Monday to Friday, 9:15am to 4pm

Legal and professional visiting times:

• Monday to Friday: 9:30am to 11am

Getting to Stoke Heath

Find Stoke Heath on a map

Stoke Heath is about 17 miles from the nearest station in Shrewsbury. There is a bus service from Shrewsbury to Market Drayton which stops about a mile from the prison.

To plan your journey by public transport:

• use National Rail Enquiries
• use Traveline for local bus times

There is a visitors car park at the prison, which includes spaces for Blue Badge holders.

Entering Stoke Heath

When you first arrive at Stoke Heath, you should check in at the visitors centre.

All visitors, aged 16 or older must prove their identity before entering the prison. Read the list of acceptable forms of ID when visiting a prison.

All visitors will be searched by a member of staff. You may also be sniffed by security dogs.

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The following items of clothing should not be worn:

• Hats, scarves or head coverings which are not worn on religious grounds
• Jackets or coats, hoodies or gloves
• Inappropriately damaged clothing
• Metal hair accessories
• Steel toe capped shoes/boots or cycle/motorcycle shoes
• Non-prescription glasses i.e. sunglasses
• See-through / revealing clothing
• Ripped Jeans
• Items of clothing that display offensive abusive or insulting words or gestures
• Mini or very short skirts/dresses unless worn with leggings
• Shorts which are shorter than mid thigh to knee length
• Visible or exposed underwear
• Smart watches

There are strict controls on what you can take into Stoke Heath. Each adult visitor is allowed to take in:

• essential medication
• one nappy, wipes, dummy and bottle of milk for babies

You will have to leave everything else in a locker (you will need a £1 coin). Pushchairs and car seats can be left in the search area.

Refreshments are available to purchase in the visits hall.

You will be told the rules by an officer at the start of your visit. If you break the rules, your visit could be cancelled and you could be banned from visiting again.

Visiting facilities

The visitors centre is run by PACT’s family services team can provide information, guidance and support to families and friends of prisoners. Ask in the visitors centre to learn more.

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If you arrive later than 2:15pm then you may not be permitted your visit as our searching staff may have moved on to use.other duties.

Family days

Family days are available throughout the year. These can only be booked via prisoner led applications.

Keep in touch with someone at Stoke Heath

There are several ways you can keep in touch with a prisoner during their time at Stoke Heath.

Secure video calls

To have a secure video call with someone in this prison you need to:

• Download the Prison Video app
• Create an account
• Register all visitors
• Add the prisoner to your contact list.

How to book a secure video call

Secure video calls at this prison can be requested by prisoners only.

You will receive a notification if a prisoner has requested a video call with you.

Read more about how it works

Phone calls

Prisoners have phones in their cells but these do not accept incoming calls. They are able to make calls every day between 6:30am and 11pm. They have to buy phone credits to do this.

They can phone anyone named on their list of friends and family. This list is checked by security when they first arrive so it may take a few days before they are able to call.

You can also exchange voicemails using the Prison Voicemail service.

Officers may listen to phone calls as a way of preventing crime and helping keep people safe.

Email

You can send emails to someone in Stoke Heath using the Email a Prisoner service.

You might also be able to attach photos and receive replies from the prisoner, depending on the rules at Stoke Heath.

Letters

You can write at any time.

Include the person’s name and prisoner number on the envelope.

If you do not know their prisoner number, contact Stoke Heath.

All post, apart from legal letters, will be opened and checked by officers.

National Prison Radio’s Family and Friends request show

National Prison Radio broadcasts into prison cells across England and Wales 24 hours a day, 7 days a week. 

Family and friends can stay connected with their loved ones in prison by sending song requests, written messages and voice recordings. They are then read and played out on weekly episodes. 

You can send in a message, and hear the show, at nationalprisonradio.com

Send money and gifts

You can use the free and fast online service to send money to someone in prison.

You can no longer send money by bank transfer, cheque, postal order or send cash by post.

If you cannot use the online service, you may be able to apply for an exemption - for example if you:

• are unable to use a computer, a smart phone or the internet
• do not have a debit card

This will allow you to send money by post.

Gifts and parcels

People in Stoke Heath are given a list of approved items that can be sent to them under certain circumstances.

A prisoner can apply to receive a clothing parcel within the first 28 days of custody. This needs to be approved before items can be sent in.

A prisoner who is serving a life sentence or who has been in custody for 4 years can apply to receive a ‘lifers’ clothing parcel. This needs to be approved before items can be sent in.

You can post underwear and socks at any time. You can also send books directly to loved ones, or can order books from approved retailers, which can source and send the books on to prisoners.   For the full list of approved retailers, you can read the HMPPS Incentives Policy, Annex F.

Make sure to include the person’s name and prisoner number on any delivery.

All parcels will be opened and checked by officers.

Contact Stoke Heath for more information on sending gifts.

Life at Stoke Heath

Stoke Heath is committed to providing a safe and educational and work environment where prisoners can learn new skills to help them on release.

Security and safeguarding

Every person at Stoke Heath has a right to feel safe. The staff are responsible for their safeguarding and welfare at all times.

For further information about what to do when you are worried or concerned about someone in prison visit the Prisoners’ Families helpline website.

Stoke Heath also trains prisoners to be ‘listeners’ for those who need support during difficult times.

Arrival and first night

When a prisoner first arrives at Stoke Heath, they will be able to contact a family member by phone.

They will get to speak to someone who will check how they’re feeling and ask about any immediate health and wellbeing needs.

Induction

Each person who arrives at Stoke Heath gets an induction that lasts about a week. They will meet professionals who will help them with:

• health and wellbeing, including mental and sexual health
• any substance misuse issues, including drugs and alcohol
• personal development in custody and on release, including skills, education and training
• other support (sometimes called ‘interventions’), such as managing difficult emotions

Everyone also finds out about the rules, fire safety, and how things like calls and visits work.

Accommodation

Nearly 800 prisoners live at Stoke Heath.

Facilities include a library and gym.

Stoke Heath has a diverse, multi-faith chaplaincy team providing support to prisoners.

Education and work

Prisoners have access to a broad programme of learning opportunities, including training in horticulture, recycling, catering and other professions.

Engineering industries provide work opportunities and training for prisoners in manufacturing metal items for the Ministry of Justice and Ministry of Defence.

There are also 2 tailoring workshops making items for the prison service, such as t-shirts.

Additional work opportunities are available throughout the prison.

Stoke Heath also runs a number of accredited offending behaviour programmes.

Support for family and friends

Find out about advice and helplines for family and friends.

Support at Stoke Heath

The PACT team provides a range of information, guidance and support to families and friends of prisoners. You can call or ask in the visitors centre to speak to someone.

The Forward Trust provides support to families affected by loved one’s drug or alcohol use. Call 020 3752 5600 to speak to someone in confidence.

ProblemsConcerns, problems and complaints

Contact category	Phone number	Additional information
Non-emergency	01630 638011	Call this number if you have concerns about a prisoner’s safety or wellbeing which are serious but not life-threatening or complete a safer custody contact form on the Prisoners’ Families Helpline website.
Staff Integrity Hotline	0800 917 6877 (24 hours answering machine)	This number can be called anonymously. If you are concerned about a prisoner being bullied by a member of staff, you can use this number. As this line is managed separately from the prison, you can call this number anonymously.
Prisoners’ Families Helpline	0808 808 2003	The Prisoners’ Families Helpline can provide confidential support, advice and guidance.
Unwanted Prisoner Contact	0300 060 6699	If a prisoner is contacting you and you want them to stop, you can use the Unwanted Prisoner Contact Service. You can complete the Stop prisoner contact online form, email unwantedprisonercontact@justice.gov.uk or contact by phone.

Problems and complaints

If you have aany other problem contact Stoke Heath.

Inspection reports

HM Prison and Probation Service publishes action plans for Stoke Heath in response to independent inspections.

Contact Stoke Heath

Governor: Mark Greenhaf Jacqui Lane (Deputy Governor) Pam Bratt (Management co-ordinator)

Telephone: 01630 636 000
Fax: 01630 636 001
Find out about call charges

Follow Stoke Heath prison on TwitterTwitter/X

Address

See map

In an emergency

If you think the prisoner is at immediate risk please call the switchboard on 01630 636000 and ask for the Orderly Officer and explain that your concern is an emergency.

Safer custody hotline

If your concern is urgent but not life-threatening, please call the Safer Custody Helpline on 01630 638011 Find out about call charges