rochester prison visits booking line

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Hmyoi rochester.

• Inside Time Reports
• 13th December 2014
• Closed young offender institution , Kent & Sussex , Male YOI , Prison Visit

Prison information

Address: 1 Fort Road Rochester Kent ME1 3QS Switchboard: 01634 803100 Managed by: HMPPS Region: Kent and Sussex Category: Male YOI Link to:  https://www.gov.uk/guidance/rochester-prison

Description

A dedicated site for sentenced young men up to the age of 21.

Rochester is a prison and young offender institution for men over 18 in Rochester, Kent.

Visit Booking: On-line

Use this online service to book a social visit to a prisoner in England or Wales you need the:

• prisoner number
• prisoner’s date of birth
• dates of birth for all visitors coming with you

The prisoner must add you to their visitor list before you can book a visit.

You’ll get an email confirming your visit. It takes 1 to 3 days.

ID: Every visit

Children’s Visits:  Children can visit daily within visiting hours – Family days are planned internally

Acceptable forms of ID

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Are you aloud to bring baby car seat into the visting room with you ?

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Blog Government Digital Service

https://gds.blog.gov.uk/2014/07/08/making-prison-visits-easier-to-book/

Making prison visits easier to book

HMP Rochester is one of a handful of prisons that helped the Ministry of Justice test early versions of a new digital service, the Prison visit booking exemplar .

I went down to Rochester earlier this year to see the service in action. Prison Governor Andy Hudson and Head of Operations Peter Hickey told me that the new alpha visit bookings service has made a real difference. It’s given them a picture of how future prison services could be run. But it’s just a first step along a much longer path .

The legacy of legacy software

A decade ago, the National Offender Management Service (NOMS) commissioned an IT system for use across prisons and the probation service. Dubbed C-NOMIS (a name later changed to P-NOMIS), it was designed to replace various older systems and combine them into one. It was an end-to-end system, a product that would provide everything needed to run a prison.

In the 1990s, government outsourced a lot of IT, leaving behind smaller in-house teams to manage huge projects with reduced expertise. Despite the best of intentions, the project ran into problems. In 2007, work was halted while efforts were made to try and salvage it. Two years later, a National Audit Office report was blunt:

(The project) was handled badly and the value for money achieved by the project was poor. Many of the causes of the delays and cost overruns could have been avoided with better management of well known issues.

After all that, you might be surprised to learn that the software is still in use in prisons , including HMP Rochester.

The moratorium on additional development work came in just as crucial hooks (known as APIs ) were about to be added that would open up the software to the outside world. Without them, it remained stuck in a silo .

How things used to be

Generally speaking, arranging to visit a prisoner is a difficult and tedious process. The steps you must take vary from one prison to another, but it usually begins with the prisoner requesting and filling out  a piece of paper called a Visiting Order (known as a VO). They post the VO to their visitor, who then calls the prison to book a slot. They have to quote the reference number on the VO they were sent, and then remember to bring the VO itself on the day of the visit.

It’s a laborious process. There’s a lot of paper to print (and potentially lose), and there are lots of phone calls (and waiting on hold). Generally it works, but it’s slow, cumbersome, inflexible, and results in lots of cancellations: over 160,000 of them every year - that’s 13% of all bookings, at a cost of over £600,000 . 1

Making it better

The new digital service speeds things up. It removes the need for Visiting Orders, and puts a calendar on a web page where visitors can pick three possible time slots that suit them. It's quick and easy and takes just a few clicks. Or taps, because it works fine on most smartphones, too.

It’s quicker and easier for users because they don’t have to spend ages on the phone trying to get through to the prison staff. They just pick dates and move on.

It’s also quicker and easier for prison staff who no longer need to spend hours on the phone. Instead they can handle incoming requests at a time that suits them, which means they’re able to spend more time dealing with prisoners.

The digital service removes one of the biggest bottlenecks , and makes things easier for everyone involved.

The office staff love it.

“It makes life a lot easier for us,” one told me during my visit. “I think it’s 10 times better than the old system. We don’t have to spend hours constantly on the phone. We can pick up new emails from anywhere in the prison, we don’t have to be tied to a desk.”

“Before, the phone used to ring non-stop while the line was open,” another staffer said. “We were always printing off Visiting Orders, that took loads of time.”

Prisoners prefer it too, they added. On the whole, the process is simpler and faster and they’re happy because that means more visits, more often.

Paul Shetler ’s team at MoJ Digital Services is a poster child for how government departments can embrace digital. They’re doing amazing work, of which this project is just a small fraction. Tony Duarte leads the project for MoJ, with lots of help and input from Roger Holding and Ian Mulholland at NOMS.

Talking to users

The new service has now been rolled out to 86 out of 95 target prisons , and has been well received, but it’s just one part of a much larger whole. Rochester, for example, is still locked into its contract for the old computer system. There’s a lot of data stuck in there. It could buy its way out, but that would cost money the prison can’t spare. Staff still have to do a lot of tedious copying-and-pasting to get information in and out.

It was an educational experience, talking to those prison officers and seeing things through their eyes. I was struck by their dedication, and shocked at the poor quality of the computer systems they have to put up with just to get their work done.

I can't overstate the importance of meeting and talking to the people who are using the services we're building . Nothing gives you a better understanding of how well your work has gone so far, and what you can do to improve it next.

Starting small

Rochester has a children's play room, set up so that young children can visit their dads in the prison in a friendly environment. It cost a lot of money to set up and run, but Andy Hudson says it's worth every penny because he sees the positive results in prisoners' behaviour. If less money was being spent on poor IT, there’d be more to spend on projects like this.

Could the prison service hire a few experts on short-term contracts and build its own IT infrastructure for prisons? Probably. Would that be cheaper and more sustainable than a huge IT contract? I'd bet on it. But are they allowed this kind of autonomy, as things stand at the moment? No. But that’s another thing that’s going to change. We need to drive standardisation across the service, for the benefit of the user .

The visit booking system is already going through changes - we expect this to happen, as development teams constantly iterate in response to user feedback. One of the next things will be a simpler way for prison staff to process incoming requests. In future, the booking system will be completely automated so that it works in real-time , just like websites you use to buy cinema or theatre tickets.

This visit opened my eyes to just how hard people will work to cope with inadequate and unsuitable IT systems. They’ll tolerate a huge amount of unnecessary administration without challenge or complaint. These are good people whose time might be better spent actually dealing with prisoners. The beta is the first step towards that, and it was great getting feedback on it from staff on the front line - but it also made me think again about how much more work needs to be done. If you've ever wondered why I end so many of my talks with the word "Onwards!", that's why.

1. Figures from Ministry of Justice.

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Comment by Danny posted on 27 October 2014

Although it is much better than waiting to get through to the visits booking line, staff often don't respond to the emails for a few days. And by then the visits can be fully booked so although yes it saves time it's actually better ringing because you can arrange a visit there and then. For visits to be booked in "real time" however would be absolutely brilliant - this will probably take another 20 years.

Comment by Chen posted on 08 September 2014

The system I definitely better though H.M.P Brixton are not up to date which means we miss out! Very frustrating when the system is reliable when used correctly

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Blog Justice Digital

https://mojdigital.blog.gov.uk/2013/10/04/talking-to-users-about-booking-prison-visits/

Talking to users about booking prison visits

Friends and families visiting HMP Rochester last week were the very first people to try an early version of the new online prison visits booking service – one of our  exemplar services .

The team have been working on making it possible to book a visit online, and get away from having to telephone prison staff to check dates.

Last Monday, Jan, Mat, Gavin and Max spent some time in the visitor’s waiting room at Rochester prison with an early test version of the site running on a laptop. They invited people to have a go at booking a visit.

It was really helpful to see people walking through the test site and letting us know what worked for them – and more importantly – what didn’t. For example, the date picker that we used caused a lot of confusion so we’re redesigning it.

We’re really grateful to everyone who took part in trying out the service.

An online prison visit booking system will be up and running in 4 prisons by December 2013:  Cardiff, Gartree, Rochester and Durham.

We’ll carry on testing what we’re doing at every stage of the project, and hope to roll it out to all people visiting prisons across the UK in 2014.

See more about how  user feedback  makes a difference to what we do.

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Rochester Prison Information

• Accommodation: The prison provides multiple residential units with individual cells or shared accommodation for inmates. The cells are equipped with basic amenities, including beds, personal storage, and sanitation facilities.
• Education and Vocational Training: Rochester Prison places a strong emphasis on education and vocational training. Inmates have access to a range of educational programs, including basic education, literacy, numeracy, and accredited courses. Vocational training opportunities are also available to develop employable skills and enhance prospects for successful reintegration into society.
• Work Opportunities: Inmates at Rochester Prison have access to various work activities within the prison, such as maintenance, cleaning, kitchen, and other designated roles. These work activities aim to develop skills, instill discipline, and promote a sense of responsibility.
• Healthcare: Rochester Prison has an on-site healthcare unit staffed with medical professionals who provide primary healthcare services to prisoners. Mental health support, substance abuse programs, and specialized medical care are also available.
• Family Contact: The prison recognizes the importance of maintaining family relationships and facilitates visits and contact with family members, subject to specific guidelines and regulations.
• Resettlement Support: Rochester Prison offers pre-release planning and support to help inmates prepare for their eventual release. This may include assistance with accommodation, employment, and access to community-based support services.

Contact Information

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How to Book a Prison Visit Online

Scheduling an in-person visit with an incarcerated loved one is important for maintaining connections. Many corrections departments now allow online prison visit reservations to improve convenience and efficiency. This article outlines the typical process for booking online prison visits.

Check Visitation Eligibility Requirements

Before scheduling visits, confirm eligibility with the facility’s policies:

• Age minimums – Adult visitors usually required.
• Visitor approval – Visitors must be on inmate’s approved list.
• ID/documentation – Valid photo ID often required.
• Allowed items – Review dress code and authorized items.
• Health requirements – Some facilities require COVID vaccination proof.

Ensure you meet all criteria to avoid wasted trips or denied entry.

Create a Visitor Account on the Facility’s Website

Most prisons with online scheduling require creating a visitor account:

• Enter your personal details like name, address, email, phone number.
• Create a username and password for the visitor account.
• Provide your ID number and type (driver’s license, passport, etc).
• Electronically sign any waivers or terms required.

This information links you to the inmate and confirms identity upon arrival.

Schedule Visit Date and Time

With an approved visitor account, you can view visitation calendars and schedule dates/times:

• Select day(s) – Weekends and holidays are busiest.
• Choose time slot(s) – Typical windows are 1-2 hours long.
• Check-in 15-30 minutes prior – To clear security screening.
• Bring printed or digital confirmation – Shows your scheduled slot.

Visits are usually first-come, first-served for available times. Book well in advance for best selection.

Understand Cancellation and No Show Policies

Review policies if you must cancel or miss scheduled visits:

• Timeframe – Cancel at least 24-48 hours in advance when possible.
• Allowed frequency – Too many cancellations or no shows may restrict future visits.
• Notifications – Call the visitation hotline as soon as possible.
• Exceptions – Illness or family emergencies may qualify for waivers.

Follow proper procedures to avoid penalties like temporary visit suspensions.

Arrive Prepared on Visitation Day

Give yourself extra time and arrive prepared:

• Dress appropriately – Follow dress code to get cleared for entry.
• Limited belongings – Carry only approved items needed for children.
• Check in at gate – Provide printed or digital confirmation and ID.
• Clear security – Successfully pass through metal detectors and searches.
• Confirm visitation rules – Keep physical contact limited if prohibited.
• Enjoy visit! – Make the most of this valued time together.

Proper planning ensures visitation goes smoothly.

Online scheduling systems are making arranging prison visits easier and more efficient. Visitors can quickly check availability and reserve slots after creating an approved account. Following facility policies ensures a smooth visitation process. While in-person time is limited, it remains invaluable for maintaining inmate connections and support systems.

FAQs About Booking Online Prison Visits

How far in advance can visits be booked.

Most facilities allow booking 1-4 weeks in advance. Holidays and weekends fill up quickly.

Can visitors schedule multiple back-to-back time slots?

Usually not – facilities limit visits to 1-2 hour sessions with buffer times in between.

Is there an age limit or requirement for minor visitor approval?

Yes, approval rules vary but most prisons prohibit visitors under 18 years old.

Can online visit reservations be made on a mobile device?

Some systems only allow scheduling on the desktop website. But mobile-friendly platforms are becoming more common.

What if a visitor’s plans change after booking?

Notify the prison as soon as possible if you cannot make the booked time. Schedule changes are limited.

How do waiting lists work if times are fully booked?

Waiting lists prioritize visitors by order and frequency since last visit. Openings from cancellations are first-come, first-served.

What happens if a visitor is late for check-in?

You may forfeit that day’s visit. Arrive well before the scheduled window to ensure entry.

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HMP Rochester

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General Information

The prison is run by HMPS as part of the Kent & Sussex region. It has a capacity of 695 and the #1 governor is Dean Gardiner who has been in post since October 2018

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Swaleside Prison

Swaleside is a men’s high security prison on the Isle of Sheppey in Kent. It is part of the Sheppey Cluster, along with Elmley and Standford Hill.

Help us to improve this page. Give us your feedback in this 2-minutes survey.

Book and plan your visit to Swaleside

HMP Swaleside offers visits for family and friends. Visiting times and availability may change at short notice. You should contact the prison direct for any queries .

To visit someone in Swaleside you must:

• Be on the prisoners approved visitor list
• Book your visit in advance (before 1pm the day before the date of the visit)
• Have the required ID with you when you go
• Have at least one over 18 attending the visit

You can book two social visits per calendar month, four weeks before the date of the visits. However, if you wish to have any further visits within the same calendar month, you will need to request last minute availability up to five days before the additional visit dates.

Contact Swaleside if you have any questions about visiting.

How to book family and friends visits

You can book a visit via the booking telephone line or booking email address.

Telephone Booking Line: 0300 060 6604

Booking line open Monday to Friday, 9am to 5pm. Find out about call charges

Email Bookings: [email protected]

This email address is monitored Monday to Friday, 9am to 5pm. Please allow up to 48 hours for a response.

Visiting times

• Tuesday: 2:15 to 3:45pm
• Wednesday: 2:15 to 3:45pm
• Thursday: 2:15 to 3:45pm
• Sunday: 2:15 to 3:45pm

Social visits are scheduled on a rota basis, dependant on the wing of the prisoner.

Please note, due to the regime, visiting times may differ. However, you will receive a minimum of one full hour.

How to book legal and professional visits

Swaleside can now facilitate video legal and professional visits during the current scheduled visit times.

You can book a legal visit by email only.

Legal Visit Booking Email: [email protected]

Visiting times:

• Tuesday to Thursday: 2:30pm to 4pm

Hour booking slots are available.

Help with the cost of your visit

If you get certain benefits or have an NHS health certificate, you might be able to get help with the costs of your visit , including:

• Travel to Swaleside
• Somewhere to stay overnight

Entering Swaleside

All visitors aged 16 and over must provide valid photographic ID. Read the list of acceptable forms of ID when visiting a prison .

All visitors under 16 are encouraged to provide valid photographic ID. However, a Birth Certificate will be accepted.

All visitors will need to be given a rub-down search, including children. You will also be searched by security dogs.

Visitors must adhere to the prison dress code, which can be requested upon booking your visit.

You will be unable to take any personal items into the visit with you. There are lockers available within the Visit Centre which can be used to store your items during your visit.

Visiting facilities

There is a family-friendly visitor’s centre run by the Prison Advice and Care Trust (PACT) .

You will need to book in at the visitors centre before your visit commences. The visitors centre opening hours are:

• Tuesday: 8:30am to 4:30pm
• Wednesday: 8:30am to 4:30pm
• Thursday: 8:30am to 4:30pm
• Sunday: 12pm to 16:30

There are also refreshments available during your visit at the Aero Café within the hall, this operates a cashless system. You will need to ensure that you have your bank card available.

For further information, please contact the Pact team within the visitors centre:

Telephone: 01795 804123 Find out about call charges

Secure video calls

To have a secure video call with someone in this prison you need to:

• Download the Prison Video app
• Create an account
• Register all visitors
• Add the prisoner to your contact list
• Book a video visit via the app

Read more about how it works

Video visits are held every Saturday and Sunday at 9am, 10am, 11am, 2pm, 3pm and 4pm. Each slot is 30 minutes and are scheduled on a wing rotation.

Family Days

HMP Swaleside run 6 Family Days per year. Details on how these visits run can be found here Families and significant others strategy .

Getting to Swaleside

Find Swaleside on a map

The closest railway station is Sheerness. From there you can get a taxi.

To plan your journey by public transport use:

• National Rail Enquiries

There is a free visitors car park for those that drive here.

Keep in touch with someone at Swaleside

There are several ways you can keep in touch with a prisoner during their time at Swaleside.

Phone calls

Prisoners have phones in their cells but will always have to call you. They must buy phone credits to do this.

They can phone anyone named on their list of friends and family. This list is checked by security when they first arrive so it may take a few days before they are able to call. This can take longer depending on individual cases.

You can also exchange voicemails using the Prison Voicemail service .

Officers may listen to phone calls as a way of preventing crime and helping keep people safe.

You can send emails to someone in Swaleside using the Email a Prisoner service .

You can write at any time.

Include the Prisoners name and prisoner number on the envelope. You must also write your own name and address on the back of the envelope.

If you do not know their prisoner number, contact Swaleside .

All post, apart from legal letters, will be opened and checked by officers.

Send money and gifts

You can use the free and fast online service to send money to someone in prison.

You can no longer send money by bank transfer, cheque, postal order or send cash by post.

If you cannot use the online service, you may be able to  apply for an exemption - for example if you:

• are unable to use a computer, a smart phone or the internet
• do not have a debit card

This will allow you to send money by post.

Gifts and parcels

Prisoners can apply for permission to receive an annual Birthday clothing parcel which can be posted in from friends and family.

You can also send prisoners money as well which they can use to buy items through a catalogue system.

There are limits to the number of items a prisoner can receive. Please discuss these when you speak with him.

All parcels will be opened and checked by officers.

Life at Swaleside

Swaleside is committed to providing a safe and educational environment where prisoners convicted of serious offences can make positive use of long sentences.

Security and safeguarding

Every prisoner at Swaleside has a right to feel safe. The staff are responsible for their safeguarding and welfare at all times.

For further information about what to do when you are worried or concerned about someone in prison visit the Prisoners’ Families helpline website .

Arrival and first night

When a prisoner first arrives at Swaleside, they will be able to contact a family member by phone. This could be quite late in the evening, depending on the time they arrive.

They will get to speak to someone who will check how they’re feeling and ask about any immediate health and wellbeing needs.

Each prisoner that arrives at Swaleside gets an induction that lasts about a week. They will meet professionals who will help them with:

• health and wellbeing, including mental and sexual health
• any substance misuse issues, including drugs and alcohol
• personal development in custody and on release, including skills, education and training
• other support (sometimes called ‘interventions’), such as managing difficult emotions

Everyone also finds out about the rules, fire safety, and how things like calls and visits work.

Accommodation

Around 1,100 prisoners live at Swaleside across 8 wings. All prisoners get their own cells, access to in-cell phones and in-cell laptops.

Education and work

Prisoners have access to a broad programme of learning opportunities provided by Amersham and Wickham College. These range from basic skills, such as English and maths, to distance learning with the Open University. Swaleside is part of the Prisons ICT Academy (PICTA) which helps prepare prisoners for work in information and communications technology (ICT) roles.

Work is available throughout the prison in areas such as industrial cleaning and engineering. Prisoners are also employed by several industrial workshops through contracts with outside businesses.

Swaleside also runs a number of accredited  offending behaviour programmes and non-accredited courses for personal and social development.

Support for family and friends

Find out about advice and helplines for family and friends .

To contact our head of family provision at HMP Swaleside please email: [email protected]

Support at Swaleside

PACT family services team provides a range of information, guidance and support to families and friends of prisoners. Ask in the visitor’s centre for more information.

Concerns, problems and complaints

In an emergency.

Call 01795 804 100 if you think a prisoner is at immediate risk of harm. Ask for the Orderly Officer and explain that your concern is an emergency.

Problems and complaints

If you have any other problem contact Swaleside .

Inspection reports

HM Prison and Probation Service publishes action plans for Swaleside in response to independent inspections.

Contact Swaleside

Governor: Mark Icke

Email: Business Hub, Swaleside

Telephone: 01795 804 100 Fax: 01795 804 200 Find out about call charges

Follow Swaleside on Twitter/X

HMP Swaleside Brabazon Road Eastchurch Isle of Sheppey Kent ME12 4AX

Secure video calls update.

Updated visiting guidance based on 1 April COVID rule changes

Added link to new safer custody information under Security and safeguarding.

Updated visiting information: Testing for visitors aged 12 and over.

Updated physical contact guidance

New visiting times and booking information added.

visits update

Updated visiting information in line with new local restriction tiers.

Updated professional visits details

Updated visiting information in line with new national restrictions in England.

Updated visiting times and visiting procedure changes in line with coronavirus restrictions.

First published.

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