Welcome to Email a Prisoner - United Kingdom

Customer Support Queries

March 24, 2020

Due to the present situation the support phone lines are unfortunately closed until further notice.

We would like to reassure you that we value all of our customers and we are working hard to answer customer email queries. However email responses may be longer than normal as we take precautions to keep our teams safe during the UK Coronavirus outbreak. We absolutely want to support all of our customers but we ask if you could please check our FAQ’s pages before contacting us by email, as you may find the answer to your query there. This will ensure that we can devote our time to those with the greatest need

We are sending your messages to the establishments daily, as normal, but please note that prison staff are very compromised at the moment, so there may be instances where messages and replies are unfortunately delayed

Covid-19 Support and Preparedness

March 18, 2020

This message is to inform you of the actions taken by Unilink to provide customer support and

services during the period of the Covid-19 emergency.

First, the safety and well-being of everyone involved in our business, whether directly employed or

otherwise, is my and the Unilink management team’s number one priority. Hence, we have effected

the following plans:

Following tests of our business continuity plans w/c 2nd March, Unilink Group companies are

working from home with over 90% of staff homeworking linked by Zoom, Teams, Slack, diverted

phones and support software as appropriate.

During the business continuity tests Unilink provided support without customers being aware

that we were operating from home offices. Unilink is providing a normal support service and

you, our customers, should not be aware of the changed circumstances.

 Where onsite visits are required Unilink will arrange those visits subject to there being low

risk of staff infection and minimal contact. Staff will adhere to customers’ Covid-19 policies

for visitors.

 Normal business meetings will continue but will be arranged by Zoom rather than face to


 Unilink continues to recruit staff, take on new business and plan projects subject to the

constraints of the necessary restrictions introduced by the pandemic.

I would like to reassure our customers and suppliers that the Unilink Group of companies are

financially stable with long term contracts from central government departments providing reliable

revenue streams. Unilink Group will continue operating, as far as possible normally, throughout the

period of the virus emergency.

If you have any questions about this policy or anything else regarding Unilink’s services during this

period please email our special monitored email address UnilinkCovid-19Hotline@unilink.com

If there is any other way in which Unilink can help, please get in touch.

Francis Toye

CEO – Unilink

18th March 2020


Email a Prisoner has the following goals:

  • To help family and friends communicate easily and frequently with Prisoners.  
  • To reduce thoughts of self-harm/suicide through increased communication.
  • To assist Prisoners in preparation for release with multiple partner agencies.

Communication is a major factor in Prison life and the lack of it can have horrendous consequences. Email a Prisoner offers a quick, efficient, secure alternative method of communication for Prisoners, their families, friends, legal professionals and related organisations - meaning Prisoners can receive more frequent and varied communication.

Documentation continually states Prisoners who are able to maintain family ties are 6 times less likely to re-offend.

Email a Prisoner are proud sponsors of Prison Chat UK and Prisoners Pen Friends

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Please note: Unilink Technology Services Ltd. accept no liability or responsibility whatsoever for services provided by external companies.