Prison call forwarding rules: what the current HMPPS policy says

The document

The rules are in the HMPPS Interception, monitoring and security of prisoner communications policy framework, published on GOV.UK. Its issue date and implementation date are both 11 August 2026. The GOV.UK page records one update since, on 23 September 2026, when Annexes A to E were updated.

The framework applies to public-sector prisons and contracted (privately run) prisons under HMPPS, which covers England and Wales. Scotland and Northern Ireland have their own prison services and rules.

Paragraph 7.9, in full

“Establishments must ensure that any restrictions to requests to add numbers are imposed only when necessary and proportionate in accordance with Prison Rule 34/YOI 9. Requests for the addition of 0800 numbers as social contacts, and numbers linked to call diversion and re-routing services, must be restricted under these grounds, as such numbers/platforms can facilitate diversion to certain contacts, circumventing restrictions that have been imposed and potentially causing serious harm. The Interception and Restriction of Communications Operations Manual provides further information on exceptions and managing breaches/offences.”Policy framework, paragraph 7.9 (page 18)

The paragraph before it (7.8) asks staff to minimise delays when adding numbers. Paragraph 7.5 describes the checks staff carry out on social numbers, including calling the number and confirming who answers, and allows refusal where intelligence suggests a number is an attempt to get round restrictions.

Annex C: the Communications Compact

The annexes published with the framework include a version of the Communications Compact that prisoners sign. Rule 9 says:

“You must not make a telephone call if you know it is to be diverted and/or is a call in which more than one person is involved (a conference call). You must not use freephone numbers, platform numbers, or call forwarding services.”Annex C, Communications Compact (version dated January 2024, included in the annexes file)

The annexes file also contains a shorter “simple overview” version of the Compact, which does not include this sentence.

What the documents state, and what they do not

Because the key terms are not defined in public, the published text alone does not settle which services fall within them. That is a question for HMPPS and individual establishments, not for BluePhone or any other provider.

How BluePhone works, in these terms

BluePhone does not forward incoming calls to another mobile or landline telephone number. A call to a BluePhone 01/02 number is delivered to the BluePhone app signed in to the account that owns the number, over the internet. Delivering the call to the app involves a second, internal call leg that BluePhone bridges to the prison’s call; that leg is addressed to the account’s own app identity, not to a telephone number. The number cannot make outgoing calls or add anyone to a call, and the account holder cannot set a forwarding number.

We describe this plainly so that staff can apply the policy to the facts. We do not claim that BluePhone is outside the scope of paragraph 7.9, and we do not claim that it is approved.

Who decides

The prison. Every new number goes through the establishment’s checks, and the establishment decides whether to add it. BluePhone cannot guarantee approval, and neither can any other provider.