Worried about a loved one in prison? HMP Durham For general information about HMP Durham please click here For emergencies: If you think someone is at risk of immediate serious harm, or their life is in danger: You should ring 019 1332 3400 and ask to be put through to the orderly officer or Duty Governor at the prison. You will need to explain that your call is an emergency, and you are worried that a prisoner is at risk of immediate serious harm. For urgent concerns: If you have a concern about the well-being of a prisoner that is urgent, but not life threatening: You should ring the Safer Custody team on 019 1332 3600. If you are taken to an answer phone you will need to leave a message explaining your concern, along with your name and ask for the team to return your call if you would like them to, leaving your contact details. If you do not come through to an answer machine message then you should contact 019 1332 3400 and explain you have an urgent concern about the well-being of a prisoner. The Prisoners’ Families Helpline for ongoing concerns, general worries and/or questions: If you have a general worry about a prisoner and have questions about their care in custody, what they might be entitled to or you are worried your concerns are not being responded to: Call us for free, on 0808 808 2003. Our trained advisors can offer you information, advice and support. The line is open 9am – 8pm Monday to Friday and 10am – 3pm at the weekend.