“Services adapt and change to meet the changing needs of customers. The future of mortgages lies in offering radically new types of services that at the same time resurrect older values.
We need simple things. Such as statements that are easy to understand, or interest rates that are explained in English. We need to see costs and understand the risks clearly. We need important things. Such as help planning for life events like having a baby or illness. We may even need contentious things. Perhaps lenders could share the risk if things go bad — and the benefit if things go well.”