Domestic & General (D&G) has reported a 13.5% year-on-year rise in adjusted EBITDA to £162 million for the financial year ended March 31, 2025.
Group revenue totalled £1.2 billion, representing a 6% increase on the prior year, while recurring subscription revenue rose 9% to £1.043 billion.
The London-based appliance care provider cited a customer retention rate of 86%, reflecting the resilience of its subscription model. Subscription penetration now accounts for 95% of the UK business and 74% of the EU business, up from 63% in FY24.
D&G’s US business showed marked growth, with the customer base reaching over 284,000, up from approximately 100,000 the previous year. Subscription revenue in the region more than tripled year-on-year, and the unit became profitable on a run-rate basis before the end of FY25, reaching adjusted EBITDA break-even for the full year.
The company's momentum in the US builds on growth earlier in the financial year. For the half-year ending September 2024, D&G reported group revenues of £580 million, an 8% increase compared to the same period the previous year.
Subscription-based revenues during that period grew by 11% to £516 million, representing 89% of total income. Adjusted EBITDA for the first half stood at £87 million, up 10% year-on-year, pointing to consistent financial progress leading up to year-end.
The customer base expansion reflects wider trends observed across the year. At the mid-year point in the prior year, D&G reported a global subscription base of 6.6 million customers. In the US, this translated to a 90% year-on-year increase in subscribers to over 190,000 by September 30, 2024, before growing further to 284,000 by the end of FY25.
Group CEO Matthew Crummack (pictured above) said customer retention and rising subscription levels across markets were central to the company's earnings growth.
“People value our service – whether the ease of booking an engineer, making a claim, the flexibility of our subscriptions, or the value for money a subscription provides for our customers – as evidenced by increasing loyalty and net promoter scores,” Crummack said.
In other developments, the company also extended its exclusive long-term agreement with Whirlpool in the US, leveraging the manufacturer’s 23% share of the white goods market to support further expansion.
Crummack said while the UK remains the group’s core market, growth opportunities in the US and Europe are also developing at scale.
“Encouragingly, the business has reached adjusted EBITDA break even for the full year and is now operating at a profitable run-rate — ahead of our expectations,” he said.
D&G completed 2.7 million repairs during the year, up from 2.6 million in FY24, and maintained a 99% claims approval rate. The business also reported that 44% of repairs were booked online – six times higher than in FY19 – while 87% of product replacements were completed online.
In May, the group’s emissions reduction targets for Scope 1, 2 and 3 were validated by the Science Based Targets initiative (SBTi), reinforcing its stated focus on sustainability through a repair-first approach.
“We are seeing strong momentum in the UK as we expand our presence in the home, scaling and optimising in Europe, and delivering on our ambitious growth plans in the US. With a proven model, strong momentum, and a clear strategic focus, we are well-positioned to drive continued profitable growth,” Crummack said.
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