Daily life

The following indicators describe evidence that may show this expectation being met, but do not exclude other ways of achieving it.

• Cells and communal areas are well lit (including by natural light), kept at a suitable temperature, properly ventilated and in good decorative order.
• Prisoners can use properly equipped areas for association and outdoor areas for daily physical activity.
• Prisoners have adequate furniture which reflects any risk assessment carried out. At a minimum, they have their own bed, chair, table and lockable cupboard and enough space to store personal belongings.
• Prisoners always have access to drinking water, a toilet and washing facilities. All in-cell toilets have lids and are screened.
• Residential units are calm and quiet at night to enable rest and sleep.
• Suitable notices regarding health, safety or other practices of the centre are displayed and accessible to all prisoners.
• All prisoners have access to an in-cell emergency call bell that works and is responded to within five minutes or less.
• Prisoners know where the emergency call bell is and are encouraged to use it in the event of serious safety concern.
• Observation panels in cell doors remain free from obstruction.
• Prisoners only share cells following a suitable risk assessment process.

The following indicators describe evidence that may show this expectation being met, but do not exclude other ways of achieving it.

• Prisoners have access to showers and in-cell toilets in private.
• Prisoners can shower daily, and immediately following physical exercise or work and before court appearances, health care appointments and visits.
• Freshly laundered bedding is provided for each new prisoner on arrival and then at least weekly. Mattresses are replaced when needed.
• Prisoners have access to their own personal hygiene items.
• Prisoners have access to enough of their own or prison-allocated clothing that fits, is clean and in good repair.
• Prisoners have access to adequate laundry facilities.
• Prisoners have access to enough warm, waterproof clothing and shoes to go outside in all weather.
• Prisoners’ property held in storage is secure and accessible on request.
• Prisoners who have any impairment or reasonable difficulty in keeping themselves or their cell clean are helped to do so.

The following indicators describe evidence that may show this expectation being met, but do not exclude other ways of achieving it.

• Mealtimes match those in the general community.
• Prisoners can eat outside their cells, with others.
• Breakfast is served when it is intended to be eaten.
• Prisoners have a choice of meals and can exercise any religious dietary requirements and/or make reasonable lifestyle choices to manage their diet.
• Catering staff provide meals that are nutritious, appealing and meet religious, cultural or other specific dietary needs. Menus are agreed following advice from dieticians and nutritionists.
• Prisoners can make a hot drink after evening lock up.
• Prisoners are consulted about the menu and their feedback about food is routinely considered.
• Prisoners can cater for themselves.
• Managers make sure that relevant food and safety hygiene regulations are adhered to in all areas and by everyone working with food, and that prisoners and staff working with food are properly trained, equipped and health screened.
• Staff supervise the serving of food to prevent tampering and to ensure appropriate portion control.
• Prisoners involved in preparing or serving food can gain relevant qualifications.

The following indicators describe evidence that may show this expectation being met, but do not exclude other ways of achieving it.

• Prisoners can buy items within 24 hours of arrival at the centre.
• Prisoners arriving without private money are offered an advance to use for purchases, with repayment staged over an agreed period of time.
• Prices are broadly equivalent to those in the community.
• The list of products available meets the diverse needs of the population.
• Prisoners can place orders at least once a week.
• Prisoners can access accurate and up-to-date records of their finances, free of charge.
• Prisoners can purchase newspapers and magazines and place catalogue orders.
• Prisoners can purchase a wide range of approved hobby materials.

The following indicators describe evidence that may show this expectation being met, but do not exclude other ways of achieving it.

• Prisoners are regularly consulted about prison life and given the opportunity to present areas of grievance or dissatisfaction directly to managers.
• Prisoners can raise issues or concerns for discussion.
• Prisoners can challenge decisions appropriately and are confident that their views are taken seriously.
• Prisoners are informed of the outcomes of consultations and are provided with justifiable reasons for any decisions made.
• Ongoing feedback mechanisms, for example food comments books, are readily available, regularly checked and responded to appropriately.

The following indicators describe evidence that may show this expectation being met, but do not exclude other ways of achieving it.

• Staff and prisoners are encouraged to resolve requests informally wherever possible, before making a formal, written application.
• Prisoners know how to make applications and can do so confidentially.
• Staff help prisoners to make applications when requested.
• Prisoners do not have to make repeated applications for services they access or receive on a regular basis.
• Prisoners receive timely responses to their applications which are respectful, easy to understand and address the issues raised.
• There are effective and thorough quality assurance arrangements in place.

The following indicators describe evidence that may show this expectation being met, but do not exclude other ways of achieving it.

• All prisoners are made aware of the official complaints procedures and have access to information about the procedures in a format and language they understand.
• Prisoners are encouraged, where appropriate, to resolve areas of dispute informally but prisoners are not discouraged from making a formal complaint if they wish to do so.
• Mediation services are available if appropriate.
• Prisoners have easy access to complaints forms and can submit them confidentially.
• Prisoners can ask for help from staff, family, friends or legal advisors to make their complaint.
• Formal complaints are documented and follow the official complaints procedure.
• All complaints, whether formal or informal, are dealt with fairly and responded to promptly, with either a resolution or comprehensive explanation of future action.
• Prisoners receive responses to their complaints that are respectful, easy to understand and address the issues raised.
• Prisoners are not pressured to withdraw complaints.
• Prisoners who make complaints against staff and/or other prisoners are protected from possible recrimination. Protection measures are in place and put into practice.
• Complaints are investigated by an appropriately senior and independent person.
• Prisoners know how to appeal against complaint decisions. Appeals are dealt with fairly and responded to within five days or less.
• There is an effective quality assurance process for complaints responses.
• Prisoners have confidential access to the Independent Monitoring Board and to the Prisons and Probation Ombudsman.