LEADING HOME SERVICES PROVIDER Delivering services for the Domestic Heating, Energy and Electrical Appliance Sectors.

Next 20mins 5mins Pacifica Group Structure Pacifica Group Markets and Partners (non Energy) Company Position Statement Key Business & Marketing Channels Group Credentials & Accreditations Site Locations Staff Numbers and Departments Engineer & Installation Coverage Complete Service – Fixzone ----------------------------------------------------------------------- 15mins Energy Supplier & North East Partners Key Attributes Working With Local Authorities & Communities

PACIFICA GROUP STRUCTURE North East based SME with local to regional to national coverage. Approved ECO installer for all suppliers Directly Employed Local Engineers and Sub-Contractor Network. Call Centre and dedicated ECO Eligibility Team Direct Engagement, Support and Accountability.

PACIFICA GROUP STRUCTURE Central Support Services Finance & HR Group IT Support Client Reporting UK Warranty Client Insured Warranties Customer Insured Warranties Retailer Insured Warranties Account Management Pacifica Appliance Services Call Centre Operations Job Progression Management White Goods Repairs Brown Goods Repairs Spares Storage and Distribution Account Management Pacifica Home Services Gas Heating Installation and Repair Insulation Installation Electrical Installation and Repair Plumbing Installation and Repair Call Centre ECO Eligibility Team 24/7 Home Emergency Account Management Back Office Support Operational Delivery

PACIFICA GROUP MARKETS AND PARTNERS Wholesalers / Brands Manufacturers Retailers Supermarkets Insurance

POSITION STATEMENT A unique and effective blend of capabilities Pacifica Group are one of the UK’s leading providers of Domestic Heating & Insulation, Inspection and Appliance Repair, Replacement and Refurbishment services. Engineers make 14,000 home repair visits and 3,500 boiler installs p.a. Preferred Installer for Npower and HTW. Pacifica Appliance Services: making 200,000 field and workshop repairs per annum UK Warranty: with 210,000 warranties already in place, growing ay 7,000 per month Pacifica Group: provides central support and bespoke software solution for clients  

FOCUS ON CAPACITY 2017-18 turnover of over £40m, employing 440 colleagues across 5 sites throughout the UK European distribution centre in Newcastle (60,000 sq. ft.) 100,000 spares lines in stock 15,000 spares distributed per month On-line tracking & timed delivery within 24 hours of dispatch Ecommerce B2C & B2B Refurbishment Centre for White and Brown Goods UK wide employed and certified engineers. Branded employed engineers covering 90% of UK Postcodes 150 authorised service partners managed to our SLA’s 200,000+ repairs per annum 5,000 gas installations per annum Specialist workshop based repair facilities for (re-cycled) brown and white goods 2 UK based customer service centres. 50,000 inbound calls per month plus technical support Client SLA Management Multiple instruction capability through FTP, XML, email and direct interface White labelling salutation & triage Multi site reliance & back-up

KEY BUSINESS & MARKETING CHANNELS Manufacturers Our primary routes to market include; On-line ecommerce Affinity White label Affiliate B2C B2B (including social housing) B2b2c (including social housing) ECO / ECOFlex, Communities & 3rd Sector Retailers Underwriters & Loss Adjusters Pacifica Group Energy Suppliers RSLs, Local Authorities & Communities Consumers Direct

GROUP CREDENTIALS & ACCREDITATIONS FCA Authorised Gas Safe Registered ISO 9001 Accredited ISO 14001 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 Construction Skills Certification Scheme CSCS SAFE Contractor approved Construction Line Accredited Acclaim Health & Safety Accredited (SSIP) Part P Achilles Accredited MCS + RECC Latest Achilles Audit Results: Management System Evaluation Onsite Assessment Health and Safety 100% Environment Quality

SITE LOCATIONS East Durham – Head Office Main Call & Claims Centre, Finance, Spares Support, Soft Service, Replacements, Warranty Sales & Service Washington – Warehouse European Distribution Centre White Goods Refurbishment Centre Sheffield – Network Operations Centre Network and fleet Management Elland – Warehouse Refurb & Repair Brown Goods Workshop, Spare Parts, Refurbishment London – Software Solutions Head Office IT Development, Engineer IT Support Durham Elland Sheffield London

STAFF NUMBERS & DEPARTMENTS Headcount Engineering 214 Customer Service 125 Spare Parts & Warehousing 28 Engineering Back Office and Management 23 Transport 21 Finance and Accountancy 13 IT Support 7 Directors HR 2 440 All staff members receive monthly 1-2-1’s which includes a work quality performance against targets Staff and Senior management are paid bonus based on customer focused KPIs e.g. Repair Turnaround, First Fix Repair Rate Ongoing training is provided both internally and externally

ENGINEER COVERAGE Employed Engineer Coverage Employed engineers cover the most densely populated areas of the UK, ensuring that 90% of installs and repairs in the UK can be carried out by 0800 direct employees Subcontractor Coverage To cover more rural areas or to ensure service levels are not affected our subcontractor base of 150 partners are on hand to support our services.

COMPLETE SERVICE POWERED BY PACIFICA SOFTWARE SOLUTIONS

SUPPLIER RELATIONSHIPS & NE PARTNERS

0800Repair C KEY ATTRIBUTES Inclusive – 20yrs Experience Fuel Poverty Programmes - BEIS ECO Steering Group, FPEEG, OFGEM Steering Groups - NEA & NIA members Capacity - 14,000 Repairs, 3,500 Heating Installations PA High Volume ECO Eligibility Team and Call Centre Advisors Local Employment - Directly Employed Heating & Insulation Engineers, Call Centre Staff Professional Competence - Right First Time approach to every enquiry, survey, install. Accountability – direct access to locally based senior management Versatility - Owner Occupiers, Private Landlords, ECO Suppliers, New Build, Local Authorities & Social Housing Compliant – approved installer for 5 x ECO Funding Streams – and - Low Cost Finance Provider Aftercare - Boiler Breakdown Plans & 24/7 Emergency Cover

WORKING WITH LOCAL AUTHORITIES AND COMMUNITIES GROUPS Customer vulnerability policy and process – via call centre advisors and installation engineers, plans to offer basic energy saving advice, remind of applying best tariff checks, WHD etc and refer back / agency signposting (WIP) Call Centre – ECO Eligibility Team has capacity to manage Benefit Mailings and other Referral Generation mechanisms (Council News, LA websites, Door-knocking Teams etc) Partnership Development Officer with direct access to senior 0800 staff – accountability! 5 ECO Funding Streams = best possible outcomes for all ECO and ECOFlex customers Customer Finance and Green Deal - free quotes for private installations or where an ECO customer is DNQ’d. Lower cost boilers via 3rd party finance at 0% or 8.9% APR on variable terms up to 10 year max Measure Mix - Gas Boilers, Oil & LPG Boilers, ESHs + <100mm Loft, CWI and RIR Insulation Referral Fees / LA Hardship Fund / Community Fund

WORKING WITH LOCAL AUTHORITIES AND COMMUNITIES GROUPS WORKING WITH LOCAL AUTHORITIES AND COMMUNITIES Partnership Working to Maximise ECO & ECO-Flex Investment into Partner Authority Fuel Poor Households Marketing Support - Benefit Mailers, Door-to-Door, Event Support etc Feedback – Funding, volumes households assisted etc. Direct Access to Shared Drives – review all jobs online or check on an individual customer journey Bid Support Services ECO Flex – Sept 2018 MoU’s – Time to Act – ECO Funding Limitations, Winter Approaching,

THANK YOU Questions