What to do if…
you receive a notice that visitation rules for a detention facility have changed

What to do now

1. Identify exactly what the notice says has changed.
   Read it once slowly and mark:

   • the facility name
   • the person’s name and any reference number you have
   • whether it is about a social visit, legal visit, professional visit, virtual visit, visitor list, ID, booking method, visiting time, dress code, or banned items
   • whether your current booking is cancelled, paused, moved, or only needs reconfirming
   • any deadline for replying, rebooking, updating ID, or sending a form

2. Verify the notice using official details you find yourself.
   Use the route that matches where the person is held:

   • For a prison in England or Wales, use the GOV.UK prison visits service or the specific prison’s GOV.UK information page.
   • For a prison in Scotland, use the Scottish Prison Service website and the specific prison’s visits page.
   • For a prison in Northern Ireland, use nidirect prison visit booking or the relevant prison Visits Booking Office.
   • For an immigration removal centre or short-term holding facility, use the GOV.UK immigration removal centre page and then the specific centre’s official visiting information.
   • For police custody, use the relevant police force’s official website or custody contact route, not a prison booking service.

3. Ask only the questions you need answered right now.
   When you call or email the official contact route, ask:

   • “Is this notice genuine?”
   • “Does it affect my existing booking?”
   • “Is the person still held at this facility?”
   • “Am I currently approved or named as a visitor, if that is required?”
   • “What exact booking method, ID, arrival time, and visitor limit apply now?”
   • “Where are the current rules published officially?”

4. Write a calm, minimal response.
   Keep it factual. A suitable response is:

   “I have received a notice saying the visiting rules have changed. Please confirm whether my booking for [date/time] is still valid, whether I need to rebook, and what ID or visitor details you now require. Please also confirm the official link or written guidance for the current rules.”

5. If the change blocks the visit, ask what option is available now.
   Ask the official contact route:

   • whether you can rebook
   • whether a virtual or video visit is available
   • whether phone, email, or another contact route is available
   • whether the person needs to add or approve you again
   • where to send any requested visitor information
   • whether there is a review or query route for a visitor restriction

6. Keep a simple record.
   Save the notice. Note the date and time you checked it, the website or number you used, the name or role of the person you spoke to, and exactly what they told you. Screenshot the official page if it shows the new rules.

7. If the notice still seems suspicious, stop using it.
   Do not reply through the notice, use its links, or send documents through it. Use only the facility’s official contact route and ask them to confirm the correct way to respond.