Interview with Pacifica Local CEO Kevin Brown
Pacifica Local, part of Pacifica Group, is the franchising arm of one of the UK’s most established national appliance repair businesses. Built on the strength of a 300-plus engineer network and long-standing manufacturer partnerships, Pacifica Local offers entrepreneurs the opportunity to run their own business with day-one earning potential and comprehensive technical support. CEO Kevin Brown explains why steady, relationship-focused growth is central to the brand’s long-term franchising strategy.
Tell us a bit about yourself
I left school at 16 and started out training as an electrical engineer, so I’ve always been hands-on and practically minded. Over time I moved into leadership roles within the service sector, and in 2003, having been made redundant, I co-founded Pacifica, along with a couple of colleagues, with the ambition of building a business that combined technical excellence with strong customer service.
What started as a regional appliance repair operation has grown into a national business supporting hundreds of engineers and handling around 400,000 jobs each year. I’ve always believed in building solid foundations, investing in training, systems and relationships, because that’s what creates long-term success.
Outside of work I spend the majority of time with my friends and family, running your own business takes a lot of time and commitment but I try to ensure spending time with family is still one of my main priorities. Outside of that I am a long-term football fan and a season ticket holder at Newcastle and a big motorbike enthusiast.
Can you tell us about Pacifica Local
Pacifica Local launched in 2024 as the franchising arm of Pacifica Group’s national appliance repair operation. The Group already supports a network of more than 300 engineers across the UK, delivering appliance repair and warranty services for major manufacturers, retailers and insurance providers.
Franchising allows us to extend that reach while maintaining high service standards and strong local accountability. We are growing at a planned, sustainable pace, currently with 26 franchise partners, because building strong, long-term relationships with our franchisees is fundamental to success. We are focused on quality of partnership as much as pace of expansion.
Who is your target market?
Our target market is simple - every household and small business that relies on essential appliances. Demand is constant, between 15 and 16 million appliances are sold each year and there are around 165 million appliances in UK consumer households – and when appliances fail, people need fast, reliable, skilled repairs. The essential nature of our services means there’s consistent work and strong local demand in every area we operate.
When a washing machine or fridge fails, it’s not a ‘nice to fix’, it’s urgent. That creates consistent, year-round demand in every territory.
Because our franchise partners carry out both private customer repairs and manufacturer warranty work, they benefit from a balanced and reliable workflow. It’s also a hands-on, skilled trade that is AI-resilient. Appliances may become smarter, but they still need physical repair. That makes this a practical, future-resilient service in an increasingly digital world.
Why is Pacifica Local a great investment for potential franchisees?
Pacifica Local offers a recession-resistant, needs-based business with multiple income streams and strong margins. Our franchise partners benefit from day-one workflow through established warranty partnerships with leading OEMs, retailers and insurance providers, alongside private repair income that delivers attractive margins.
The model is deliberately lean, with low fixed overheads and a structure designed to generate revenue quickly. Franchise partners receive comprehensive training, including City & Guilds accredited pathways, supported by robust operational systems that manage workflow, compliance and performance. Beyond the technical side, we provide ongoing business mentoring, hands-on technical support and structured marketing assistance to help build strong local brand presence in each territory.
Because we are scaling steadily rather than aggressively, we are able to provide meaningful, personalised support to every franchise partner. It’s a scalable model with strong earning potential and long-term stability, designed to help individuals build sustainable businesses within a growing national network.
What differentiates Pacifica Local from the competition?
The key difference is infrastructure. Many independent engineers operate alone, without the backing of national systems or warranty agreements.
Pacifica Local franchise partners operate under an established national brand, with access to long-standing manufacturer relationships, proven systems and structured marketing support. They’re local business owners, but they’re not on their own.
We also focus heavily on building proper franchisor-franchisee relationships. We’re not looking to sell territories and step back; we’re building a network. That difference matters long term.
What is the role of a Pacifica Local franchisee?
A Pacifica Local franchise partner becomes the recognised ‘Local Expert’ in their territory.
They operate their own appliance repair business under the Pacifica Local brand, delivering high-quality repairs, managing customer relationships and developing their local presence using the framework and support we provide.
As their business grows, many partners expand by employing additional engineers and moving into a more managerial role. It’s a genuine opportunity to build something scalable, not just self-employment.
What qualities do you look for in a franchisee?
We look for individuals who are customer-focused, commercially aware and motivated to build a sustainable local business. Technical experience is beneficial, but attitude, reliability and a willingness to follow a proven model are equally important.
Successful franchisees engage with our support structure, use the marketing tools available to them and take a long-term view of growth. Franchising is a partnership, and we are committed to building collaborative, transparent relationships with each franchise partner.
What challenges have you had to overcome and adapt to over the years?
The appliance industry has changed significantly. Products are becoming more advanced, customers expect faster service and digital booking systems are now the norm.
We’ve adapted by investing in technical training, upgrading our digital systems and strengthening our manufacturer relationships to secure a steady warranty pipeline for the network. The key has been staying ahead of change rather than reacting to it.
What have been your biggest achievements to date?
Building a national warranty network that supports more than 300 engineers across the Group is a major achievement. Establishing profitable franchise territories in a relatively short period of time is another.
Recognition such as being named in the HSBC Elite Franchise Top 100 for 2026 reflects the strength of the model, but for us the real success is seeing franchise partners build sustainable, profitable businesses in their own communities.
Sustainability is a fundamental focus of the wider business, including Pacifica Local, and this is reflected in a recent prestigious accreditation from EcoVadis, which placed Pacifica in the top 1% of companies assessed, globally, for sustainability performance.
What does the future hold for Pacifica Local?
Our focus is on steady, sustainable expansion across the UK and Ireland. We will continue to roll out new territories in a controlled manner, strengthening manufacturer partnerships and investing in training and systems.
For us, growth is not about speed; it’s about building a resilient network of successful franchise partners. By expanding at the right pace, we ensure that every new territory benefits from the same level of support and operational excellence that underpins the wider Pacifica Group.
What expansion plans have you got nationally and internationally?
We will continue expanding across the UK and Ireland, but at a controlled and sustainable pace.
Our priority is strengthening the network by deepening manufacturer partnerships, supporting franchise partners to scale, and maintaining service standards as we grow.
The goal isn’t rapid expansion for its own sake. It’s building a strong, stable network of successful local businesses under one national brand.
What advice would you give to someone considering franchising their business?
Make sure your model works before you franchise it. It needs to be profitable, repeatable and properly systemised.
And remember, franchising isn’t about selling licences or territories. It’s about building partnerships. If your franchise partners aren’t successful, you won’t be either.
If you had to do it all again, what would you do differently?
I am a great believer in blending the skills and talent of people with technology and how one can enhance the other. To that end, I would invest in systems and structure even earlier. As a founder, you often focus on growth and opportunity, but long-term success comes from having the right foundations in place from day one, training, processes, support and culture.
Interested and want to know more about Pacifica Local?
The Pacifica Local profile outlines all aspects of their franchise opportunity and allows you to contact them for further information or to ask a question.
