Section 1 – Incentive Levels (plain text, ready to paste)

Basic – entry level on arrival or after serious rule-breaking.
• Limited visits, calls, spends, possessions.
• No in-cell TV.
• First review after 14 days, then every 28 days.

Standard – default level once reception tasks are complete.
• Normal visits (at least 2 every 4 weeks), in-cell TV, higher spends, wider activity choice.
• If behaviour stays positive for 3 months (2 months for young adults) you can apply for Enhanced.

Enhanced – earned by sustained good behaviour & contribution.
• Highest visits/calls/spends, extra property, bonus pay jobs.
• Reviewed annually; can drop immediately if you break rules.

Prisoners’ Everyday Rights

Books & Printed Material
Family/friends can order books direct from approved retailers for delivery to the prison. Most prisons also run a library and “Book Swap” trolley. Pornography and extremist content are banned.

Stamps & Writing Materials
A free weekly “statutory” letter, paper and envelope are supplied. Additional stamps, envelopes and printer credit can be bought from private cash.

Phone Calls
Every prisoner gets a Personal Identification Number (PIN) for the monitored phone system. You can:

• Add up to 20 vetted numbers.

• Make calls daily between unlock and evening lock-up.

• Access emergency helplines (Samaritans etc.) free.
  Foreign nationals or prisoners without social visits are entitled to one 5-minute free international call per month.

Letters In / Out
Unlimited letters can be received. Outgoing letters are unlimited if you pay postage; one free letter each week is paid from public funds.

Small Cash Earnings
Prison work/education pays £4–£25 per week depending on role and performance. Unemployed prisoners receive the basic allowance.

XBOX

Clothes Packages

Distraction Packs

Prisoners’ Everyday Rights

Books & Printed Material
Family/friends can order books direct from approved retailers for delivery to the prison. Most prisons also run a library and “Book Swap” trolley. Pornography and extremist content are banned.

Stamps & Writing Materials
A free weekly “statutory” letter, paper and envelope are supplied. Additional stamps, envelopes and printer credit can be bought from private cash.

Phone Calls
Every prisoner gets a Personal Identification Number (PIN) for the monitored phone system. You can:

• Add up to 20 vetted numbers.

• Make calls daily between unlock and evening lock-up.

• Access emergency helplines (Samaritans etc.) free.
  Foreign nationals or prisoners without social visits are entitled to one 5-minute free international call per month.

Letters In / Out
Unlimited letters can be received. Outgoing letters are unlimited if you pay postage; one free letter each week is paid from public funds.

Small Cash Earnings
Prison work/education pays £4–£25 per week depending on role and performance. Unemployed prisoners receive the basic allowance.

XBOX

Clothes Packages

Distraction Packs

Freedom of Information (FOI)

1. Quickest route – submit online at WhatDoTheyKnow.com (public archive, forces accountability).

2. Email direct – for HMP Prison & Probation Service send to data.access@justice.gov.uk – put “FOI request” in the subject.

3. Legal deadline – they must reply within 20 working days. Remind them of this if they delay.

4. Appeals – if refused, ask for an internal review, then complain to the Information Commissioner (ICO).

Complaining about the National Probation Service

Stage 1 – Local resolution
Email the complaints team for the region that supervises you (list below). State “Stage 1 Complaint” in the subject line and include your full name, CRN and contact details. They have 20 working days to reply.

Stage 2 – Senior manager review
If unhappy, reply to the same address marked “Stage 2 Complaint” within 1 month. A deputy regional director responds within 20 working days.

Appeal
If still dissatisfied, email the same inbox headed “Appeal” within 1 month. A different senior manager will review and answer within 20 working days.

Prisons & Probation Ombudsman (PPO)
After completing the three steps you may write to mail@ppo.gov.uk or post to PPO, 10 South Colonnade, London E14 4PU within 3 months.

Regional complaint emails

• East Midlands EMPS.Complaints@justice.gov.uk

• East of England EoEPScomplaints@justice.gov.uk

• Greater Manchester GMPS.Complaints@justice.gov.uk

• Kent/Surrey/Sussex KSSPScomplaints@justice.gov.uk

• London LDN.Complaints@justice.gov.uk

• North East NEPS.Complaints@justice.gov.uk

• North West NWPS.Complaints@justice.gov.uk

• South Central SCPS.Complaints@justice.gov.uk

• South West SWPS.Complaints@justice.gov.uk

• Wales WalesPSComplaints@justice.gov.uk

• West Midlands WMPS.Complaints@justice.gov.uk

• Yorkshire & Humber YatHPS.Complaints@justice.gov.uk

How a Prisoner Makes a Complaint

1. Ask a member of staff – many issues are fixed verbally the same day.

2. COMP 1 form – Put the written complaint in a locked box on the wing. Staff must reply within 5 working days.

3. COMP 1A appeal – If unhappy, appeal within 7 days; a senior manager answers within 5 working days.

4. COMP 2 confidential access – For sensitive matters write directly to the Governor or Prison Group Director in a sealed envelope.

5. Independent Prisoner Complaint Investigations (PPO) – After completing the internal process, the prisoner can send all paperwork (freepost) to the Ombudsman within 3 months.

Police Complaints (fastest method)

Skip slow force “Professional Standards” mailboxes and use the Independent Office for Police Conduct (IOPC) online form. Your complaint is routed instantly to the correct force and logged on the national system so it cannot be ignored.

• Submit here: https://www.policeconduct.gov.uk/complaints/submit-a-complaint

• If you cannot use the form, email enquiries@policeconduct.gov.uk or call 0300 020 0096.

• The force must contact you with a case reference and proposed handling within 15 working days.

Freedom of Information (FOI)

1. Quickest route – submit online at WhatDoTheyKnow.com (public archive, forces accountability).

2. Email direct – for HMP Prison & Probation Service send to data.access@justice.gov.uk – put “FOI request” in the subject.

3. Legal deadline – they must reply within 20 working days. Remind them of this if they delay.

4. Appeals – if refused, ask for an internal review, then complain to the Information Commissioner (ICO).