What Pacifica does

Pacifica is the self-described UK's largest independent domestic appliance repair company, founded in 2003/2004 and headquartered in Houghton-le-Spring, Tyne and Wear. It employs between 501 and 1,000 staff, including a nationwide network of 240+ fully trained and DBS-checked engineers covering more than 50 UK locations across England, Scotland, Wales, and Northern Ireland. The company completes approximately 400,000 repairs per year across nine appliance categories - washing machines, cookers, ovens, dishwashers, freezers, fridge freezers, fridges, tumble dryers, and vacuum cleaners - and serves more than 50 appliance brands including AEG, Beko, Bosch, Samsung, LG, Hotpoint, Zanussi, Whirlpool, Smeg, and Siemens.

The core technology platform is operational rather than software-led: a real-time engineer tracking system provides customers with three-hour appointment windows and live engineer location on the day of service, complemented by a national distribution centre for spare parts and a web booking widget with optional photo/video fault uploads. Pacifica extends its operational platform through a franchise-style Pacifica Local network of City and Guilds-assured engineer partners operating under the Pacifica brand, technology stack, and 60-day repair guarantee.

Revenue is generated through three primary streams: one-time appliance repair services priced from £89.99 inclusive of parts and labour; monthly subscription appliance protection and multi-appliance warranty plans administered via FCA-regulated partner UK Warranty Limited and underwritten by Collinson Insurance; and managed corporate accounts serving landlords, estate agents, appliance manufacturers, and insurance companies with recurring service contracts. Distribution is multi-channel: direct-to-consumer online and phone booking, inside-sales for B2B corporate accounts, and the Pacifica Local partner network. The company holds ISO 9001, 14001, 27001, and 45001 certifications alongside Gas Safe, SafeContractor, Achilles UVDB, CHAS, and Cyber Essentials, and in 2022 became the first carbon-neutral company in the UK appliance repair sector.

Name

Pacifica

Legal name

Pacifica Group Ltd

Website

https://pacifica.co.uk

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Pacifica is the UK's largest independent domestic appliance repair company, operating a nationwide network of 240+ employed engineers delivering same-day and next-day repairs across nine appliance categories for individual homeowners, landlords, estate agents, manufacturers, and insurers.

Ownership category

akta.pro rank

Product category

Appliance Repair Services

NAICS

Appliance Repair and Maintenance (811412), Home and Garden Equipment Repair and Maintenance (811411)

SIC

Services-Miscellaneous Repair Services (7600)

akta.pro primary industry

Major Appliance Repair & Service (CRACAJAB)

akta.pro secondary industries

Minor Appliance Repair (Non-Refrigerant, Non-Gas) (HSAGANAB), Washer & Dryer Installation & Minor Repair (HSAGANAH)

Keywords

• Domestic appliance repair
• White goods repair
• Appliance protection plans
• Spare parts sales
• Corporate maintenance services

Headquarters

HQ city

Houghton Le Spring

HQ country

United Kingdom

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B and B2C

Offering type

Services

Cost components

Personnel, Operations, Supply Chain, Marketing or Sales, Technology or R&D, Others

Revenue model

1. Appliance Repair Services: One-time repair services for domestic appliances with fixed price labour. Price starts from £89.99 including spare parts with 60-day guarantee. Repairs cover washing machines, fridges, cookers, dishwashers, freezers, tumble dryers, ovens, and vacuums.
2. Appliance Protection Plans: Monthly subscription plans providing coverage for appliance breakdowns. Plans cover labour, parts, and call-out fees with no hidden costs. Multiple claims allowed up to original purchase price of appliance.
3. Multi-Appliance Warranty: Discounted monthly rates for covering three or more appliances with 30% discount for six months. Optional £30 excess per claim for lower monthly premium.
4. Spare Parts Sales: Direct sales of genuine spare parts for customers who prefer DIY repairs. Parts sourced from nationwide distribution centre with prompt delivery service.
5. Corporate Account Services: Managed repair and maintenance packages for businesses including landlords, estate agents, and corporate clients. Provides recurring revenue through service contracts.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels5 records

Core offering

Pacifica provides nationwide on-site repair services for domestic appliances (washing machines, cookers, ovens, dishwashers, freezers, fridge freezers, fridges, tumble dryers, and vacuum cleaners) through a network of 240+ trained engineers. Its core offering is delivered as a fixed-price repair service starting at £89.99 with a 60-day parts and labour guarantee, supplemented by subscription-based appliance protection plans, spare parts sales, and managed corporate maintenance contracts.

Product overview

Pacifica operates as a nationwide domestic appliance repair company offering a comprehensive suite of services built around its core appliance repair offering. The main product is the Appliance Repairs service, which covers nine categories of domestic appliances (washing machines, cookers, ovens, dishwashers, freezers, fridge freezers, fridges, tumble dryers, and vacuum cleaners) through a network of over 240 employed engineers across the UK. Supporting the core repair service are add-on modules including Spare Parts (direct consumer sales of replacement components), Appliance Protection and Multi-Appliance Warranty (insurance/protection plans), Corporate Accounts (managed business maintenance packages), and Pacifica Local (a franchise model for local engineers operating under the Pacifica brand). All repairs carry a 60-day parts and labour guarantee.

Differentiator

Problem solved

Functional benefit

Products and services

• Appliance Repairs Nationwide on-site repair service for domestic appliances (cookers, dishwashers, freezers, fridge freezers, fridges, ovens, tumble dryers, vacuum cleaners, washing machines) delivered through a network of 240+ trained, DBS-checked engineers with a 60-day parts and labour guarantee.
• Washing Machine Repairs Specialised washing machine repair covering pressure system faults, snapped belts, blocked pumps, spin cycle issues, heating problems, and door gasket replacements across major brands including Samsung, Bosch, Hotpoint, Zanussi, and LG.
• Cooker Repairs Cooker and hob repair service for gas and electric hobs addressing ignition switches, glazing, thermostats, fan or motor faults, and temperature irregularities.
• Oven Repairs Oven repair service addressing flickering performance, gas flow issues, lack of heat, uneven cooking, and ignition problems.
• Dishwasher Repairs Dishwasher repair handling warning lights, cleaning issues, leaks, blockages, drainage problems, spray arm faults, and detergent dispenser issues.
• Freezer Repairs Freezer repair covering electrical issues, frost buildup, faulty thermostats, noise problems, leaks, and condenser coil damage.
• Fridge Freezer Repairs Fridge freezer repair for leaks, noise issues, overheating, and food preservation problems covering American-style, freestanding, and integrated models with same-day and next-day emergency service availability.
• Fridge Repairs Refrigerator repair service covering chest freezers, American-style refrigerators, and fridge freezers delivered through Pacifica's nationwide engineer network.
• Tumble Dryer Repairs Tumble dryer repair addressing poor drying, faulty bearings, worn jockey wheels, overheating, snapped belts, blockages, and drum spinning issues.
• Vacuum Cleaner Repairs Vacuum cleaner repair covering suction issues, belt replacement, brush repairs, motor faults, pushing difficulties, and noise or vibration problems, including Hoover repairs.
• Spare Parts Direct purchase of genuine spare parts for washing machines, tumble dryers, ovens, cookers, fridges, freezers, fridge freezers, dishwashers, and vacuums for customers who prefer DIY repairs, with prompt delivery from the national distribution centre.
• Appliance Protection Monthly appliance insurance plan covering electrical and mechanical failures including accidental damage, with labour, parts, call-out fees, and replacement costs covered up to the original purchase price with unlimited claims.
• Multi-Appliance Warranty Multi-appliance insurance covering three or more white goods at a discounted rate, including 30% off for six months, an optional £30 excess per claim, and coverage for mechanical or electrical failures including accidental damage.
• Corporate Accounts Managed repair and maintenance package for businesses requiring regular appliance repairs, with nationwide coverage through the employed engineering network and capacity for approximately 400,000 repairs per year across landlord, estate agent, and commercial accounts.
• Pacifica Local Franchise and partnership model enabling local engineers to operate under the Pacifica brand, with City and Guilds assured partners using Pacifica technology and providing repairs backed by the Pacifica guarantee at local pricing.

Quantifiable outcome

• 400,000 repairs completed per year
• +3 more outcomes

Named customers5 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

One partnership is on record.

• Pacifica Warranty (UK Warranty Limited)coreOthersAppliance protection plans are sold, arranged and administered by Pacifica Warranty, a trading style of UK Warranty Limited (FRN 785300), authorised and regulated by the Financial Conduct Authority for insurance distribution. Policy underwritten by Collinson Insurance (Astrenska Insurance Limited, FRN 202846).

Scale indicators8 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Currys: UK consumer electronics and appliance retailer offering installation, repair, and extended warranty services (Currys Care); competes directly for the same household appliance service wallet as Pacifica.
• American Home Shield: Largest US home warranty plan provider covering appliance breakdown with a contracted service network; useful comparable for Pacifica's subscription-side economics and customer retention.
• HomeServe: UK home emergency, plumbing, heating and appliance cover subscription provider; broader portfolio than Pacifica but operates the same UK home-services subscription + repair dispatch playbook.
• Sears Home Services: US appliance, HVAC and home warranty service business with installed-base repair contracts across major brands; comparable in operating model and brand-tier customer segment.
• GE Appliances Service: OEM appliance manufacturer's in-house and authorized service network for breakdowns and warranty claims; the in-house equivalent of Pacifica's contracted brand-authorized repairs.

Direct peers

• Domestic & General: UK's largest home appliance warranty and repair service provider; combines subscription appliance cover with a UK-wide engineer dispatch network, making it the closest peer to Pacifica's warranty-plus-repair model.
• A&E Factory Service: US factory-authorized major-appliance repair business doing OEM warranty work for brands like Whirlpool and Maytag; mirrors Pacifica's manufacturer-contracted service line.
• Cinch Home Services: US home warranty + appliance repair provider with subscription coverage plans dispatched to a contractor network; parallels Pacifica's appliance protection plans and corporate/landlord offering.
• Mr. Appliance: US-based appliance repair franchise under Neighborly offering residential repair of washers, dryers, refrigerators, ovens and dishwashers - nearly identical core trade to Pacifica with a franchise-led distribution layer.

Emerging players

• iFixit: DIY repair community, parts retailer and 'right to repair' advocate; not a direct competitor but is shaping consumer expectations and policy that affect Pacifica's third-party service market.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

Compliance9 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A1 record

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Pacifica