Customer confidence. Consumer Duty and outcomes across mortgage journeys

Purpose

Explore communication, support and customer outcomes in residential and buy-to-let lending, applying Consumer Duty where applicable.

Audience

Senior commercial, technology and operations leaders in banks, building societies and specialist mortgage lenders, with broker and valuation specialists contributing to the chosen pathway.

Output

Intended output. A baseline for repeat requests, waiting, clarity and support.

Roles in the room

• Chair. Chair from Crosstide. Neutral, holds the frame and keeps the room to time.
• Rapporteur. Rapporteur from Crosstide. Captures the joint statement in near real time.
• Discussants. Two subject experts, invited from the room, briefed a week ahead.
• Observers. Observer seats reserved for a policy or regulator representative where relevant.

Guardrails

• Chatham House by default, quoted attribution only with explicit consent.
• No pricing, exclusivity or bilateral commercial conversation in the room.
• Regulator and policy observers welcome, never named without consent.
• Crosstide is the neutral convener. The spine is provider neutral.