White goods repair specialist Pacifica Group has announced a significant increase in annual turnover, describing the past financial year as one of solid progress and strategic investment.
Financial Performance and Operational Growth
The County Durham-based business, which operates a national network of engineers fixing household appliances, saw its turnover climb to £42.8 million for the year ending March 2025. This marks a substantial 18.6% increase from the £36.1 million reported in 2024.
While revenue grew, the group's operating losses also widened, reaching £1.38 million compared to a loss of £772,000 the previous year. However, Pacifica highlighted positive underlying metrics, including a 4.3% boost in gross margin to 36.8%. Its adjusted earnings (EBITDA) showed marked improvement, more than doubling to £2.16 million from £1.1 million.
The volume of jobs completed across the country surged by 50,000, reaching a total of 380,000. Company leadership attributed this performance to the continued expansion of contract work and the first full-year benefits from new client relationships established in the preceding two financial years.
Diversified Revenue Streams and Technology Push
Pacifica, which runs subsidiaries like Capital Repairs Ltd and Autowash, generates income through a multi-channel model. This includes service contracts with appliance manufacturers, retailers, and insurance providers, alongside direct consumer pay-as-you-go repairs and spare parts distribution.
A key growth area has been its extended warranty offerings. The group's warranty business ended the year with more than 230,000 active policies, a figure bolstered by marketing efforts and the acquisition of Retracare, the warranty division of electrical retail trade association RETRA.
The group's in-house tech division, Pacifica Technology, also passed a milestone, reporting revenue exceeding £1 million. Demand was driven by its workflow systems, IT infrastructure, and data-led service optimisation tools.
Leadership and Future Investment Plans
Chief Executive Kevin Brown stated the business had delivered "a year of strong progress underpinned by investment in people, technology and long-term partnerships". He pointed to the expansion of national engineering capacity, a strengthened regional partner network, and continued heavy investment in technology.
During the year, Pacifica increased its engineer ranks to over 300, including regional service partners, and grew its Pacifica Local franchise network to 18 approved regional operators. The group also welcomed Martin Bennett, former CEO of HomeServe UK, as its new chairman, bringing extensive sector experience.
Looking ahead to the 2026 financial year, Pacifica plans to continue investing in national engineering capabilities, digital workflow technology, customer experience, and recruitment in its North East heartland. Mr. Brown added: "The scale of our operations, the strength of our client relationships and the capability of our technology platform mean we are well placed to support homeowners, insurers and manufacturers across the UK."
