Scope
Description
The Prisoner's Family Helpline provides advice and information on all aspects of the Criminal Justice System from what happens on arrest, visiting a prison, to preparing for release. In addition to practical support, the helpline is there to offer emotional support and often advocate on behalf of the prisoner's families and significant others.
Between January and March 2024 in England and Wales, 17,600 people were committed to custody and many more to non-custodial sentences in the community. In custody, many may leave children, partners, parents, other family members and significant others to manage alone. Families and significant others of offenders may find themselves marginalised by their communities with no official support agency catering for their needs. Many families do not access any available support services for a variety of reasons, such as the stigma of imprisonment or pride, and therefore they find themselves struggling to cope.
Forty-four percent of adults who leave prison are reconvicted within one year of release and around half of those convicted are sentenced to serve six months or less. Research has shown that prisoners who receive visits during their time in custody are around 39% less likely to re-offend than those who do not receive any. It is further estimated that around 43% of prisoners lose contact with their families during this time. HMPPS recognises the significant role that families can play in supporting an offender and wish to improve these outcomes by supporting families and significant others where possible. The helpline is one of these ways.
Importantly, 26% of prisoners are from ethnically diverse communities. Representation from those communities and an understanding of their various cultural needs must be met.
Scope of contract
The Prisoner's Family Helpline will provide, but not be limited to:
• Practical information and guidance on all aspects of the Criminal Justice System, including arrest, detention, and trial at court.
• How to organise and cope with a prison visit.
• Information on how a prison works.
• Information on benefits and financial help, etc.
• Emotional support.
• How to cope with stress.
• How to cope with disruption to life.
• Help with parenting and relationship issues.
• How to cope with imprisonment.
• Good quality information to interested parties, including professionals such as teachers, social workers, healthcare workers etc. engaging with working with families and significant others of prisoners.
• Refer, as appropriate, to services that meet the cultural needs of callers, such as Gypsy Roma Traveller communities.
Total value (estimated)
- £495,000 excluding VAT
- £594,000 including VAT
Above the relevant threshold
Contract dates (estimated)
- 2 February 2026 to 31 January 2029
- Possible extension to 31 January 2030
- 3 years, 11 months, 27 days
Description of possible extension:
The Buyer may extend the Contract for a period of up to 12 months by giving not less than 3 months in writing to the Supplier prior to the Expiry Date. The Conditions of the Contract shall apply throughout any such extended period.
Main procurement category
Services
CPV classifications
- 75231230 - Prison services
Contract locations
- UK - United Kingdom
Participation
Legal and financial capacity conditions of participation
Please refer to the tender documents on ITT _9889
Particular suitability
- Small and medium-sized enterprises (SME)
- Voluntary, community and social enterprises (VCSE)
Submission
Enquiry deadline
4 November 2025, 12:00pm
Tender submission deadline
20 November 2025, 12:00pm
Submission address and any special instructions
Tenders may be submitted electronically
Yes
Languages that may be used for submission
English
Award decision date (estimated)
15 December 2025
Award criteria
| Name | Description | Type | Order of importance |
|---|---|---|---|
| Performance Track Record & Partnership Working | Provide evidence of your organisation's expertise in supporting families affected by the Criminal Justice System and your ability to collaborate effectively with key stakeholders. |
Quality | 1 |
| Service Delivery & Family Support | Describe how your organisation will deliver a comprehensive service that supports families and significant others both during custody and in the community. |
Quality | 2 |
| Innovation & Digital Solutions | Explain how your organisation will incorporate innovative methods, including digital platforms, to enhance accessibility, engagement, and support for families. |
Quality | 3 |
| Monitoring, Evaluation & Continuous Improvement | Outline your approach to monitoring service performance, gathering user feedback, and using data to drive improvements. |
Quality | 4 |
Other information
Conflicts assessment prepared/revised
Yes
Procedure
Procedure type
Open procedure
Special regime
Utilities
Contracting authority
Ministry of Justice
- Public Procurement Organisation Number: PDNN-2773-HVYN
102 Petty France
London
SW1H 9AJ
United Kingdom
Email: MoJCommercialReset@justice.gov.uk
Website: https://www.gov.uk/government/organisations/ministry-of-justice/about/procurement
Region: UKI32 - Westminster
Organisation type: Public authority - central government