Houghton-le-Spring firm Pacifica reports higher turnover

Pacifica Group Limited, based in Houghton-le-Spring, saw its turnover climb to £42.8 million for the year ending March 31, 2025, up from £36.1 million the previous year – an 18.6 per cent increase.

Job volumes grew to 360,000 across the UK, up by 51,000 from the previous year, reflecting growing demand for domestic appliance repair, extended warranties, and home technology services.

An engineer at work (Image: Supplied)

Kevin Brown, chief executive of Pacifica Group, said: “a year of strong progress underpinned by investment in people, technology and long-term partnerships.

“We’ve expanded our national engineering capacity, strengthened our regional partner network and continued to invest heavily in technology, all while delivering another year of revenue growth.

“At our core, we remain committed to creating long-term opportunities in the North East through skilled engineering roles, customer service operations and technology development.

“We’re growing, we’re investing and we’re building a business with strong foundations for the future.”

Profitability also improved.

The company reported a gross margin of 36.8 per cent, up from 32.5 per cent, and adjusted EBITDA nearly doubled to £2.165 million, compared to £1.107 million in the previous year.

The company expanded its directly controlled engineering capacity to more than 300 engineers and regional service partners, up from 213 the previous year.

Its Pacifica Local partner network now includes 18 approved regional franchisees.

Mr Brown said there are: “There are significant opportunities for sustainable growth in FY26.

“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.

“Our focus remains on service quality, operational excellence and creating opportunities for people in the North East.”

Pacifica Technology, the Group’s in-house software and digital innovation division, generated more than £1 million in revenue driven by demand for workflow systems, IT infrastructure, and data-led service optimisation.

The division plays an increasingly important role in the Group’s national service model.

Meanwhile, Pacifica Warranty closed the financial year with more than 230,000 active policies.

This growth was supported by ongoing marketing investment and the integration of Retracare, the warranty division acquired from RETRA, the UK trade association for independent electrical retailers.

Pacifica’s business model is built on partnerships with blue-chip manufacturers, retailers, and insurers including Electrolux, Sony, Hisense, LG, Vestel, Howdens (Lamona), Argos, Glen Dimplex, and Shop Direct.

The Group continues to champion a repair-first approach to extend the life of domestic appliances, reducing waste and avoiding the unnecessary use of energy and raw materials that comes with replacement.