1. What would you expect to find in the
Visitors’ Centre at HMP Coltishall?
HMP Coltishall Visitors’ Centre
2. What expectations does the visitor have of the
visitors centre and its staff?
• Supportive environment
• Information available
• Link to prison for information or pass on messages
• Non-judgemental staff
• Aware that things may need passing on
• Offer confidentiality
• Sign posting / networking
• Positive environment – a cup of tea, a friendly place
3. What expectations does the visitor have of the visitors centre
and its staff?
• Clean welcoming environment
• A visit when they want it
• Friendly/approachable staff
• Information on everything
• Refreshments
• Child friendly
• Favours/take their side/advocate
4. What expectations does the visitor have of the visitors
centre and its staff?
• VO’s to be correctly completed - we get a lot of people saying
the VO is wrong.
• Visitors expect to have a visit on the day they choose or book
• Information correct
• Welcoming, relaxing place to wait & clean
• Visits starting on time
• Play area in visits and centre
• Reception officer on duty for property, hand outs etc.
5. What expectations does the visitor have of the visitors
centre and its staff?
• Friendly, welcoming, informative, supportive
and helpful
• Provide change for lockers, food etc.
• Provide a private quiet area/prayer
• Offer a face/person to talk to and to ask
questions
• Facility to book visits
• To be able to pass on messages
6. What expectations does the prison have of the
visitors centre and its staff?
• Ensure visit runs well
• Correct information given
• Conflicts in confidentiality – the prison expects me to
give info about visitors that I do not always think is
appropriate.
• Follow protocols – which don’t reflect reality
• Answer ALL queries
• Lack any communication to know what it expects!
7. What expectations does the prison have of the visitors
centre and its staff?
• ID & VO’s checked
• Visitors are on time
• Book all domestic visits
• Info on any visitors we think may be bringing in
drugs, or who are drunk
• Visitor’s centre is open on time and fully staffed
• To provide a play area
• To deal with all situations without any support
8. What was the last question that you were asked by a
visitor before you came to this forum?
• I have been banned from visiting, what can I do about it?
• What food / clothing supplies can I send into the prison?
• What are the rules regarding postal orders?
• Can you help me find my son?
• Why are the booking lines always busy?
• How can I avoid contamination from drugs?
• How can I be sure that my husband is taking his medication?
• Can you tell me what this place is for?
• Can I have private visit/conjugal rights?
• Can I have a pound for the locker?
9. What was the last question that you were asked by a
visitor before you came to this forum?
• Am I entitled to get my travel costs back?
• Do I have to wait to be escorted back to my car?
• Why was I not allowed to sit with both of my sons
during the visit?
• Am I too late for my visit? (having arrived 30 minutes late)
• I need my son to sign some paperwork to get his passport
renewed. Is this allowed?
• Why can I not take my pushchair into the visits hall?
• Can you get a message to … for me?
• Can you check for a name? My partner uses different alias’ and
I don’t know what he is calling himself in there.
10. Current issues:
• The ‘Just Visiting’ 2002 Report Recommendations;
‘Every Prison which has visitors should have a
properly funded, resourced and managed
Visitor’s Centre.’
11. Current issues:
• Reach an agreement on the definition of a
Prison Visitors’ Centre and a prison based
Children & Family Support Centre
• The implementation of Recognising Quality:
The Evaluation & Monitoring Tool for
Visitor’s Centres
12. Current issues:
• The Last of the Independents?
Decline in diversity of ethos and style.
• Ongoing training and practice
development
13. ‘‘All week, he’ll (6 yr old son) be going ,All week, he’ll (6 yr old son) be going ,
“wanna see Dad!” And when we get“wanna see Dad!” And when we get
there within 15 min’s he’s bored.there within 15 min’s he’s bored.
‘Michelle’ from Sentenced Families Report
(Gill Pugh, Ormiston Trust)
14. “To keep his interest in the family so he doesn’t
forget us, so he doesn’t forget that we exist.
But also to let him know that we care”
(13 year old male, step-father in prison)
“She mustn’t think we don’t love her. She
might harm herself again if she
thinks we don’t love her”
(15 year old female, mother in prison)
No One’s Ever Asked Me, Kelli Brown
15. “While the importance of families in the effective
resettlement of prisoners has long been
recognised, there has been a lack of clear
evidence. These results show that family and
friends were the most common means of
prisoners finding ETE on release.
Moreover, family/partner visits made it more
likely that a prisoner would have ETE and
accommodation arranged on release. If levels of
ETE and accommodation outcomes are to be
significantly increased, further efforts may be
required to maintain and increase the frequency
and quality of contact between prisoners and
their families.”
Home Office RDS Findings Resettlement Outcomes on release from Prison 2003
16. I believe that we sometimes fail to
give enough emphasis to the
powerful impact of supportive
relationships to prisoners….an
offender is much less likely to re-
offend if he feels part of a family and
community, from which he receives
support as well as owes obligations.’
Charles Clark, 2005, PRT Lecture
17. “I believe passionately that a
person with a stake in society,
something to look forward to, an
opportunity to reach out, is far more
likely to be a responsible member of
society than someone without such a
life chance.’
Tony Blair, 2006 Criminal Justice Bill
18. ‘A little less conversation,
a little more action.’
Elvis Presley, 1972
19. ‘Blair's premiership has to be seen overall as a
positive record in terms of intentions, ideas and
direction although we still have a long way to go
in order to make Britain a truly family friendly
society.’
Mary Macleod, Family & Parenting Institute 2007
