Feltham Prison and Young Offender Institution

Book and plan your visit to Feltham

To visit someone in Feltham A or B you must:

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

Contact Feltham if you have any questions about visiting.

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

There is a limit to the number of visits someone can have depending on their circumstances. You can check this with Feltham.

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 Feltham
• somewhere to stay overnight
• meals

How to book family and friends visits

All visit bookings are arranged by the young person or adult prisoner. They submit their application to the visit department who in turn contacts the person visiting and arranges the booking.

You cannot book your visit by telephone or online.

If you need to cancel or amend a visit, call the visits enquiry line on 020 8844 5400 from Monday to Sunday 8:30am to 11:30am and 1:30pm to 4:30pm. Find out about call charges

Visiting times for Feltham A (15 to 18 year olds):

• Monday from 2pm to 3pm and 3:30pm to 4:30pm
• Wednesday from 2pm to 3pm and 3:30pm to 4:30pm
• Saturday from 9am to 10am and 10:30am to 11:30am

Visiting times for Feltham B (over 18 year olds):

• Monday, 2pm to 4pm
• Tuesday, 2pm to 4pm
• Wednesday, 2pm to 4pm
• Thursday, 2pm to 4pm (no visits first and third Thursdays of month)
• Friday, no visits
• Saturday, 2pm to 4pm
• Sunday from 2pm to 4pm (men on E-level only)

Telephone number: 020 8844 5400

E-mail: Socialvisits.feltham@justice.gov.uk

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• email LegalVists.Feltham@justice.gov.uk
• call 0208 844 5497.5497

Official face to face visit times:

• Monday, 9am to 11:30am
• Tuesday, 9am to 11:30am and 1:30pm to 4:30pm
• Wednesday, 9am to 11:30am
• Thursday, 9am to 11:30am
• Friday, 9am to 11:30am

All bookings should be made 2 days in advance.

Getting to Feltham

Find Feltham on a map.

The closest railway station is Feltham.

To plan your journey by public transport:

• use Transport for London journey planner
• use National Rail Enquiries

Feltham has limited parking for visitors, including space for Blue Badge holders.

Entering Feltham

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

All visitors are given a pat-down search, including children. You may also be sniffed by security dogs.

Dress code must be adhered to as part of visiting rules. You may be turned away if you are deemed to be inappropriately dressed. Wearing items like vests, ripped jeans, mini skirts, short shorts, hoodies and hooded jackets are not allowed.

Guidelines are as follows:

• modest dress
• no work clothes (including uniforms and trousers with multiple pockets)
• no sports shirts or football shirts
• no jumpers or shirts with hoods
• no mobile phones
• no offensive logos
• no sunglasses or headscarves unless worn for religious reasons
• no ripped jeans
• no vest tops
• no short skirts or dresses, they must be knee length

There are strict controls on what you can take into Feltham. You have to leave most of the things you have with you in a locker in the visitors centre or in your car. This includes pushchairs and car seats.

Refreshments are available to purchase in the visits hall.

An officer will tell you the rules at the start of your visit. If you break the rules, your visit could be cancelled and you could be banned from visiting again.

Call the booking line if you have any questions about visiting.

Visiting facilities

Feltham has a visitors’ centre run by PACT. Visitors are offered a warm welcome, information and support. You can use the children’s play area and buy refreshments during your visit.

The visiting centre also has lockers for storing personal property during your visit. They take £1 coins.

Contact the visitors centre if you have any questions about visiting.

Family days

Family days run once a month at both Feltham A (young people) and Feltham B (adults).

Keep in touch with someone at Feltham

You may not be able to speak with someone at Feltham during their first few days. This is because it can take time to approve who they can be in touch with.

Secure video calls

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

• download the Prison Video app
• create an account
• register all visitors
• add the person in custody to your contact list.

How to book a secure video call

Secure video calling is available at this prison and young offender institution. To use this service, you need to download the Prison Video app, create an account, register all visitors and add the person you wish to call to your contact list.

Read more about how it works.

Phone calls

Young people and adult prisoners in Feltham have phones in their cells. They can make calls in the early evenings and during free periods.

Every new arrival on Feltham A is given £4 credit for telephone calls when they first arrive. (This does not apply to young people transferred in from other establishments or anyone that transfers into Feltham B).

Prisoners in Feltham can call anyone on their list of friends and family. This list is checked by security.

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 Feltham using the Email a Prisoner service.

You might also be able to attach photos and receive replies, depending on the rules at Feltham.

Letters

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

If you do not know their prison number, contact Feltham.

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 (property)

Prisoners in Feltham have a list of approved items that can be sent in by family and friends. They must first apply for permission to receive items. Feltham then send the friend or family member a label to fix to their parcel. Parcels are only accepted via post with the list provided by the establishment.

A young person or adult prisoner can also request for property to be sent to them by a friend or family member through selected companies, and can make an application to do this. We do not accept parcels at the visitors centre.

Friends and families of young people and prisoners at Feltham can send books directly to their loved ones, or order them from approved retailers who source and send the books to the recipient.

For the full list of approved retailers, you can read Prison education and library services, Annex A.

Contact Feltham if you have any questions.

Life at Feltham

Feltham is committed to providing a safe and educational environment where young people and adults can learn new skills in custody to help them on release.

Safer custody

Every person at Feltham has a right to feel safe. The staff at Feltham 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 at Feltham visit the Prisoners’ Families helpline website.

If you have concerns about the safety or wellbeing of a child or young person at Feltham you can call the Safer Custody line on 0800 528 0967.

All safeguarding processes are overseen by:

• Hounslow Safeguarding Children Board
• Hounslow Safeguarding Adults Board

Arrival and first night

When a young person first arrives at Feltham A (15 to 18 year olds), they will be able to contact a family member by phone. This could be quite late in the evening, depending on the time they arrive.

They will spend their first night in the induction unit where they will be provided with a hot meal, shower and a pack of essential items including food and toiletries.

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

Induction

Each person who arrives at Feltham 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

Young people and adult prisoners stay in separate sections. They do not mix in their accommodation or in education and activities.

These sections are known as Feltham A for 15 to 18 year olds and Feltham B for over 18 year olds.

Young people stay in one of 6 units with space for up to 30 people. All young people get their own room.

Adult prisoners stay in one of 9 units that each have space for up to 54 people. They might get their own cell or share with one other adult.

The units all have in-cell phones, showers, laundry facilities and a social area with table tennis tables and other games. Cells and rooms all include a sink and toilet.

Behaviour

Young people and adult prisoners’ behaviour is assessed regularly including how they’ve treated others and whether they’ve attended education.

With good behaviour, they can earn rewards and privileges including extra visits, family days, more access to the gym, film nights and breakfast club.

Free time

Young people and adult prisoners take part in sports and fitness, skills workshops and other activities in their free time. They can also spend time in the library.

Faith services

A large number of volunteers work with the chaplaincy at Feltham to give all young people and adult prisoners access to religious services and multi-faith rooms, whatever their faith.

Education

The education service is open 5 days a week and is provided by two organisations called Prospects (Feltham A) and Novus (Feltham B).

Subjects include English, maths, IT, languages, barbering, catering and a range of other vocational qualifications.

Earning and spending money

Young people and adult prisoners in Feltham can earn money by doing work such as cleaning, catering, laundry, and kitchen duties.

They can spend their money on canteen items like sweets, chocolate, drinks, toiletries, stamps and stationery. They can also order items from catalogues available on their units which include things like CD players, radios and clothes.

Support for family and friends

Family services at Feltham are provided by PACT.

Concerns, problems and complaints

Contact category	Phone number	Additional information
Non-emergency	Feltham A: 020 8844 5481 Feltham B: 0800 528 0967	Call this number if you have concerns about a prisoner or young person’s safety or wellbeing which is serious but not life-threatening or complete a safer custody contact form for Feltham A or complete a form for Feltham B on the Prisoners’ Families Helpline website.
Health concerns	0117 240 1193	If you have a health concern about someone in Feltham B, call the Prisoner Health Information and Liaison Line (Call(PHILL). PHILL)Call to speak to the health team confidentially. (Mon to Fri, 8am to 8pm. Sat, 8am to 4pm.)
Staff Integrity Hotline	0800 917 6877 (24 hours answering machine)	This number can be called anonymously. If you are concerned about someone in custody being bullied by a member of staff, you can use this number. As this line is managed separately from Feltham, 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 someone in custody 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 any other problem contact Feltham. If you can’t resolve the problem directly, you can make a complaint to HM Prison and Probation Service.

Inspection reports

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

Contact Feltham

Governor Feltham A: Natasha Wilson
Governor Feltham B: Paul Crossey

Telephone: 020 8844 5000
Monday to Friday, 8am to 5pm
Fax: 020 8844 5001
Find out about call charges

Address

See map

Visitors centre

Telephone: 020 8844 5286
Monday, Tuesday, Wednesday, Thursday and Saturday, 8am to 5pm
Friday and Sunday, 12:30pm to 5pm
Find out about call charges

Email: feltham@prisonadvice.org.uk