From minor scratches and dents to major accident repairs, Crash Care Centre Hitchin has been helping motorists get their vehicles back on the road for nearly 20 years.

But despite its long-standing presence in the town, the family-run business on Wallace Way believes plenty of local drivers still don't know what it offers – or that they have the right to choose where their vehicle is repaired following an accident.

Hitchin Nub News spoke to Operations Director Lisa Eaglesham about the company's history, the challenges facing the vehicle repair industry and why she wants more local motorists to think of Crash Care Centre before looking further afield.

A family business with roots in Hitchin

Crash Care Centre Hitchin was originally established in 2006/07, before being purchased in 2017 by Hugh Eaglesham.

Today, Hugh's daughter Lisa is the company's Operations Director, helping oversee a team of 15 staff who specialise in vehicle accident repairs.

The business works with accident management companies, insurers and private customers, serving motorists from Hitchin and the surrounding area.

Its workshop can tackle everything from relatively minor cosmetic damage, including scratches, scuffs and dents, through to extensive bodywork repairs following serious collisions and end of lease repairs .

Services include vehicle body repairs, resprays, SMART cosmetic repairs, wheel alignment and accident recovery, with the business also equipped to work on electric and hybrid vehicles.

Whether it's a dent in a car door or an entire front end needing repair, the team aims to restore vehicles to their pre-accident condition.

And Lisa is keen to stress that customers don't necessarily need to travel to larger towns to find a specialist repairer.

Her message to local motorists is simple: "Go to Crash Care – don't go out of town."

You have the right to choose where your car is repaired

One of the biggest messages Lisa wants to get across is that motorists may have more choice than they realise when it comes to accident repairs.

Many drivers automatically use the repairer recommended by their insurance company, without considering alternatives.

However, customers can generally ask to use a repairer of their own choosing, although the terms of their insurance policy may affect the process or any additional costs.

Crash Care Centre encourages motorists to contact the business following an accident so the team can explain their options and help them navigate the repair process.

The company can assist with both fault and non-fault claims, from the initial assessment through to arranging repairs and getting the vehicle back to its owner.

For customers who need to keep moving while their car is being repaired, courtesy cars and vans may be available, alongside vehicle recovery and collection and delivery services.

The company can also consider assistance with voluntary insurance excess payments on a case-by-case basis.

Lisa says the team ideally needs to see a vehicle before providing a quotation, allowing staff to assess the damage properly and explain the options available.

An industry facing changing times

Like many businesses in the automotive sector, Crash Care Centre has faced significant changes in recent years.

Lisa estimates that the volume of accident repair work has fallen by around 30 per cent, reflecting wider pressures on the industry.

She points to several factors, including improvements in vehicle safety technology, changes in driving patterns since the Covid pandemic and the rising cost of insurance excesses.

With some motorists facing substantial excess payments, smaller repairs may be postponed or paid for privately rather than being put through insurance.

At the same time, insurers and accident management companies are placing increasing pressure on repairers to reduce the time between a vehicle being damaged and returned to its owner.

Sourcing replacement parts has also presented challenges, particularly in the years following Brexit, although Lisa says the situation has eased.

Despite these pressures, the Hitchin business continues to invest in the skills and facilities needed to deliver high-quality repairs, including its specialist spray booth.

Quality and customer service come first

For Lisa, the company's biggest selling point isn't simply convenience – it's the standard of the work.

The business holds British Standard BS10125 accreditation for vehicle body repair and has also received industry recognition, including a Greener Bodyshop Gold award.

Its experienced team includes Bodyshop Manager Andy, who helps oversee the quality of repairs carried out at the workshop.

Crash Care Centre also offers warranties on its repair work, giving customers additional reassurance.

And with a Google review rating of 4.8 stars, the business believes its reputation for customer service is one of its strongest assets.

"We will treat every car like it's our own," Lisa told Hitchin Nub News.

It's an approach that the family hopes will continue to distinguish the business from larger repair operations.

Keeping business local

As well as attracting individual motorists, Crash Care Centre is keen to strengthen its relationships with other businesses in Hitchin and the surrounding area.

Lisa is involved in Business Network International (BNI), a business networking and referral organisation, helping build connections with other local companies.

Word of mouth and personal recommendations remain important sources of new customers, while the business has also been increasing its visibility through social media and advertising, including on buses.

But Lisa believes there is still more work to do to make local people aware of the services available on their doorstep.

The message is particularly relevant for motorists who might otherwise assume that an accident repair means taking their car to a garage miles away.

For many, the solution could be much closer to home.

Crash Care Centre is open on Saturday mornings as well as during the working week, making it easier for customers to arrange assessments around their other commitments.

And while the business concentrates on accident and cosmetic repairs rather than routine servicing and MOTs, those services are available from a neighbouring business.

For Lisa and the team, the ambition is straightforward: to make Crash Care Centre the first name local people think of when their vehicle needs bodywork attention.

After nearly two decades in Hitchin, the company hopes more motorists will discover what it can offer – rather than simply driving past.

Find out more

Crash Care Centre Hitchin

Address: 13–15 Wallace Way, Hitchin, SG4 0SE

Telephone: 01462 441686

Email: [email protected]

Website: https://www.crashcarecentre.com

Services include accident repairs, cosmetic bodywork, resprays, scratch and dent repairs, vehicle recovery and courtesy cars.

Motorists can contact the team directly to discuss repairs, request an assessment or find out more about their options following an accident.