Download troubleshooting leaflets
Printable leaflets for residents who can't easily use the online Support Hub.
Use this page to choose a troubleshooting leaflet for a resident who cannot easily use the online Support Hub. Each leaflet should follow the safe checks in its related guide.
Choose the leaflet that matches the resident’s problem. Do not give technical installer instructions to residents.
IMPORTANT
A leaflet must direct residents to stop if there is leaking water, smoke, a burning smell, unusual electrical noise or continuous discharge. They should use the housing provider’s urgent repair route.
Choose a leaflet
No hot water
For a resident with no usable hot water. It explains the gauge (the panel with lights and up/down buttons), visible power controls and how to request more water. It then helps them decide whether heating is progressing or they need repair support. Online guide: No hot water.
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No hot water – resident troubleshooting leaflet
Tank offline or not connecting
For connection problems. It explains that the gauge still works without internet and gives safe checks for the router and installed connection equipment. Online guide: Tank won’t connect or shows offline.
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Tank offline – resident troubleshooting leaflet
Tank not heating on schedule
For water that does not heat when expected. It starts by identifying whether the tank uses a manual schedule or Mixergy Flex, the automatic scheduling option. It also explains cheaper heating periods and the automatic hygiene cycle. Online guide: Tank not heating on a manual schedule.
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Tank not heating on schedule – resident troubleshooting leaflet
Boost not working
For an extra hot-water request that does not progress. It explains the red and green lights, normal heating time and why a full target or cleansing cycle can prevent another Boost. Online guide: Boost not working.
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Boost not working – resident troubleshooting leaflet
Solar does not appear to be heating the tank
For homes with compatible solar equipment. It explains spare solar electricity and the settings that are safe to check. A CT clamp is a small electricity-measuring sensor; residents must not move it or open electrical equipment. Online guide: Is solar PV working with your tank?.
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Solar not heating the tank – resident troubleshooting leaflet
What should every leaflet include?
- A plain-English description of the problem.
- A safety check before troubleshooting.
- Questions that can be answered yes or no.
- One action at each step.
- Pictures of the relevant gauge lights or app screen.
- A clear result after each path: explain when to stop because the problem is resolved, when to watch the next heating period, and when to contact support.
- Space for the housing provider’s repair details.
How should you use the leaflets?
Use them during a home visit, leave them after a demonstration or send the accessible digital version after a support call. Mark the starting point or relevant path when that helps the resident.
Ask the resident to explain the next action in their own words. This checks that the instructions make sense and helps identify any language or accessibility need.
If the problem returns, record when it happened and what the gauge lights show. Add any app message and the product details if safely accessible, then follow Get help for a resident. Do not keep asking the resident to repeat the same checks.
What must residents never be asked to do?
- Remove the controller or immersion-heater cover.
- Touch wiring, valves or internal components.
- Move the CT clamp sensor or any solar cable.
- Climb or stretch behind the tank.
- Reset ownership without checking the account arrangement.
- Change the heat source by trial and error.
TOP TIP
The online version can be updated faster and can link to videos and current support routes. Check printed stocks when instructions change.
Related guides
Support residents with a Mixergy tank
No hot water
[PRODUCTION NOTE – DOWNLOAD ASSETS]
Editorial note: download files are not linked in this draft. Supply five approved A4 leaflets, with Easy Read, large-print and accessible PDFs as required. Add a version number, review date and editable housing-provider contact panel. Check each leaflet against its linked article before publication.
Common questions
Can residents complete the checks alone?
Yes, when they are comfortable using visible controls and there is no safety concern. Offer help where the resident needs it.
Can we add our repairs number?
Yes. Use the approved editable contact field and include the out-of-hours route.
How often should printed copies be reviewed?
Review them whenever the related online guide, app or support route changes. The version number helps teams remove old copies.
Should installers use these leaflets?
They can use them for resident handover, but technical diagnosis belongs in the installer support materials.
What if there is a leak or burning smell?
Stop the leaflet checks and use the housing provider’s urgent repair route. For smoke, fire or immediate danger, leave the area and call the emergency services. A leaflet is not an emergency response.