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

2. 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

3. 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.

4. 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

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

6. 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

7. FOCUS ON CAPACITY
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, and direct interface
White labelling salutation & triage
Multi site reliance & back-up

8. 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

9. GROUP CREDENTIALS & ACCREDITATIONS
FCA Authorised
Gas Safe Registered
ISO 9001 Accredited
ISO 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

10. 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

11. 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

12. 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.

13. COMPLETE SERVICE POWERED BY PACIFICA SOFTWARE SOLUTIONS

14. SUPPLIER RELATIONSHIPS & NE PARTNERS

15. 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

16. 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

17. 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,

18. THANK YOU
Questions