Let us introduce ourselves

We are Pacifica Group. We supply vital services across a range of industries, including domestic appliances, home heating, insulation and renewable technology.

Founded in 2003 and united under the Pacifica brand two years later, we’ve grown to become the largest domestic support services provider in the UK and a trusted name across Europe. With a reputation for excellence and a core resource of directly employed, experienced engineers, sales and support staff, our service offer includes repairs in and out of guarantee, warranty products, spares warehousing and product replacement.

Delivered on a flexible, modular basis, all our products are supported by comprehensive service level agreements and clear, simple pricing structures. Sustained organic growth and a strategic acquisition programme have seen us develop extremely successful specialist repair, training and software products, all backed by the experience and expertise needed to support every aspect of your operations.

What sets us ahead?

National coverage icon
National coverage

Direct 0800 repair engineers and authorised subcontractors covering 100% of UK postcodes

Quality assurance
Quality assurance

Our field management structure monitors and audits all work undertaken

Supply chain control
Supply chain control

We have access to spares from all leading brands, plus stock control and full visibility on costs

Custom software icon
Custom software

Complete-service, end-to-end software for the installation, repair and returns chain

How do we do it?

We’re equipped with industry-leading resources to deliver our services. Including:

European Distribution Centre in Newcastle (60,000 sq. ft.)

Our European Distribution Centre supports our engineering specialists nationwide, as well as multi brand refurbishment and spares support with an impressive 24-hour turnaround.

Some key features for the centre include:

  • 100,000 spares lines in stock
  • 15,000 spares distributed per month
  • On-line tracking & timed delivery within 24 hours of dispatch
  • E-commerce for B2C & B2B orders
  • Refurbishment Centre for white and brown Goods
Pacifica Group Warehouse
0800repair engineer visiting

UK-wide Employed & Certified Engineers

Our team is managed in house, and they’re able to provide consistent responses for a great quality of servicing nationwide.

  • Branded employee engineers with 90% coverage of UK postcodes
  • More than 250,000 repairs each year
  • 10,000 home heating installations each year
  • Specialist repair workshop for brown and white goods
  • 2,000 renewable technology installations a year
  • 15,000 home insulation installations a year

UK Customer Service Centres

In-House UK based Service Centre teams dedicated to supporting the requirements for all of our client relationships.

  • 70,000 inbound calls handled per month, plus technical support
  • Client SLA Management
  • Full DR and Work Place Recovery
  • White labelling salutation & triage

Every client gets their own dedicated customer service team, and the potential for online customer and client portals, making our services even more accessible.

    Pacifica Group UK Call Centre

    Solid credentials

    European Distribution Centre in Newcastle

    Supporting our UK-wide specialist engineering team, multi-brand refurbishment and 24-hour turnaround on spares support.

    UK-wide employed and certified engineers

    Our in-house-managed team delivers consistency of response and servicing throughout the UK, carrying out over 250,000 repairs and 10,000 home heating installations per year.

    Two UK-based Customer Service Centres

    Maintaining consistent relationships with all our clients in house via 70,000 inbound calls a month, plus technical support.

    Accreditations

    We have key industry accreditations in place as part of our commitment to quality, excellence and safety. Some of our certifications include:

    • Cyber essentials logo
    • CHAS
    • ECOScheme approved logo
    • GreenDeal Provider logo
    • SafeContractor
    • ISO14001 UKAS badge blk
    • Constructionline Gold
    • ISO14001 UKAS badge blk
    • ISO14001 Tick badge blk
    • ISO27001 UKAS badge blk
    • ISO27001 Tick badge blk
    • ISO 14001 Accredited
    • ISO 27001 Accredited
    • PAS 2030 Accredited
    • WEEE disposal licence
    • Disclosure and barring service DBS (CRB) checked
    • Accredited Green Deal Provider incl. Green Finance Bank
    • Consumer Credit Licence
    • CSCS
    • FCA Authorised
    • Acclaim Health & Safety Accredited (SSIP)
    • Part P

    Independent Audit 2018-19 Achilles Results:

    • Health & Safety Audit Component 100%
    • Environmental Audit 100%
    • Quality Audit 100%
    • Corporate Social Responsibility Audit 100%
    • Health & Safety Audit 100%
    Work with us Want your services to be in safe hands? Let's talk
    Pacifica head office
    History

    Here are some key highlights from our journey from small warranty provider for energy companies, to a provider of a huge range of services across many industries.

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    Pacifica management team
    Management Team

    Pacifica Group benefits from over 75 years’ combined experience of the UK domestic appliance and heating sector at its helm.

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    Partners shaking hands
    Our Partners

    We’re proud to serve a huge range of clients and customers, from private individuals and SMEs to global brands and blue-chip organisations.

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