In boardrooms and strategy sessions across the mutuals sector, a question keeps coming up: Do we really need a mobile app? With tight budgets, legacy systems and evolving customer demands, the answer can seem complicated.

Building societies have strong community ties, loyal members and a commitment to human-first service; which can make the answer not as straight forward as you might think. After all, you’re not trying to compete with neobanks or become a digital-first bank. You know your members, many of whom still value the branch network.

But here’s the truth: you don’t need a mobile app to keep up with competitors - you need one to keep up with your members.

A digital shift that can’t be ignored

Building societies, credit unions and mutuals have always offered something distinct in UK financial services: trust built over generations, strong ties to the communities they serve and a not-for-profit model that puts members before shareholders. These aren’t just values, they’re strengths. And they’ve never mattered more.

But member expectations are changing.

More and more consumers, including older generations, now expect the same digital convenience they experience elsewhere, from ordering groceries to managing pensions. In fact, over 80% of UK adults check a banking  app weekly, according to a recent YouGov study. 

For younger customers, mobile is the norm, from splitting bills to applying for a mortgage, everything happens on their phones. To them, digital access isn’t a nice-to-have. It’s the default.

But this shift in expectations doesn’t mean building societies need to become something they’re not. It’s not about transforming into a neo bank or losing the human touch that makes your offering special. It’s about adapting in a way that protects your identity and strengthens your relevance in a changing world.

Mobile isn't just for the big banks — it's for everyone

Introducing a mobile app is about giving members more ways to stay connected, manage their accounts and to engage with their financial institutions, wherever they are.

There are four key reasons the mutuals sector should see mobile not as a luxury, but as a necessity:

Convenience

Building society members expect to manage their finances easily and on their terms. Mobile apps enable fast access, fewer calls and seamless self-service anytime, anywhere.

Security

Modern apps secured with biometrics and multi-factor authentication are among the safest ways to bank. With the right platform, building society members can trust the experience.

Relevance

To remain visible and valued by younger generations who are more mobile-first and less brand-loyal, building societies need to show up where life happens: on their phones. Digital channels are key to maintaining long-term relevance, growth and member acquisition in a competitive, rate-sensitive market.

Engagement & Communication

Mobile creates a direct, two-way channel, not just for servicing, but for sharing new offers, personalising engagement, providing community updates or alerts in real time. Push notifications bring your voice to the front of the queue.

So, do building societies really need a mobile app?

If you're still asking that question in 2025, the answer isn’t just yes, but does yours offer what your members need?

What Members Expect in 2025

Members increasingly expect intuitive, mobile-first experiences that put them in control. The baseline for mobile banking has shifted: self-service is no longer a differentiator but an expectation. Mobile-native onboarding can significantly enhance the experience by replacing fragmented processes with a seamless journey from enquiry to account opening.

But meeting current expectations is only part of the story. The future is also about engagement. It turns your app into not just a servicing tool, but a dynamic acquisition and marketing engine, enabling you to engage members with timely, relevant offers, cross-sell and up-sell opportunities and pushing out promotions like “digital-only” products or special interest rates for customers who apply through the mobile channel. 

Find out more about Sandstone Technology

Sandstone Technology’s BankFast Mobile App is built to be intuitive and inclusive. It’s a core-agnostic, fully branded and secure platform that gives you the digital channel you need without the complexity you don’t. 

Visit our website at Sandstone Technology or you can connect with Ian Merlino at ian.merlino@sandstone-tech.com to find out more.