Get help for a resident

Use this page when a resident still needs help after the relevant support article. First check for an urgent safety problem. If it is safe to continue, establish whether hot water is available and give the resident one route for the next action.

If the resident rents their home, the landlord or housing provider should normally be the first contact. They can check the property record, arrange repairs and contact Mixergy or the installer when needed.

Can the resident still get hot water?

Ask the resident to look at the Mixergy Gauge, the slim black panel with lights and buttons on the tank. Its lights show how much hot water is ready and what the tank is doing.

• Red lights mean hot water is ready to use.
• Green lights mean the tank has been asked to heat more water.
• No lights can mean the gauge is in standby or the tank has no power. Ask whether its usual accessible power switch is on. Do not ask the resident to open anything or investigate wiring.
• A blue Wi-Fi symbol means connected; white means offline. An offline tank can still be controlled with the gauge. No symbol alone does not prove a connection fault: check whether the gauge has power or is in standby.

If the resident needs more water and there is no safety concern, ask them to press the gauge’s up arrow to increase the target. Green lights mean the request was accepted and is waiting to heat or heating. They turn red as that water becomes ready. Do not start a Boost just to test a tank that already has enough water.

If there is already enough hot water, focus on the app, schedule or connection problem rather than treating it as a complete loss of hot water.

Use the relevant guide before escalating

• No usable hot water: follow No hot water.
• Connection problem: follow Tank won’t connect or shows offline.
• Heating at the wrong time: follow Tank not heating on a manual schedule.
• Extra water requested but heating does not progress: follow Boost not working.
• Unexpected heating to full: follow Why does your tank heat to full every two weeks?.

Follow one guide at a time. Repeated resets or settings changes can hide the original problem and make diagnosis harder.

What information should you collect?

Collect the details below before contacting an installer or Mixergy. This reduces repeat calls and helps the support team understand the property setup.

• The property address.
• The resident’s name and preferred contact method, with their permission.
• The Mixergy product model.
• What the red and green lights show, and the colour of the Wi-Fi symbol.
• Any message or error in the app.
• Whether Boost works from the gauge.
• How the water is heated, which the app calls the Heat Source, such as electricity, a boiler or a heat pump.
• When the problem started and whether it happens every time.
• The safe checks already completed.

Photographs can help, but hide passwords, QR codes, Wi-Fi details and other private information. Never ask a resident to climb, stretch behind the tank or remove a cover to take a picture.

Who should you contact?

The resident rents the home

Use the landlord or housing provider’s repair route first. The housing team can check whether the issue affects one property or a wider development and can arrange access for the approved contractor.

Add the organisation’s standard repairs number, out-of-hours route and any dedicated Mixergy housing-support contact.

The resident owns the home

For a homeowner, use the original installer for installation or plumbing problems, or faults in separate heating or solar equipment. Use Mixergy’s Homeowners & Residents team for the tank’s controls or app, or a possible covered Mixergy component. If you are unsure, describe the symptom and ask which team should take it forward.

Mixergy’s Homeowner & Resident line is 01865 595 875, Monday to Friday, 09:00–17:00. Have the MX number and the checks already completed ready. The Mixergy contact page also lists the current help routes.

Several homes have the same problem

Treat this as a possible site or service issue. Record the affected addresses, product types, start time and common symptoms. Escalate through the housing provider’s agreed Mixergy account or project contact rather than asking each resident to repeat the same checks.

Give the resident one named route and explain what will happen next. Housing teams should coordinate with the installer or Mixergy where the resident cannot do this themselves.

What should happen after escalation?

• Record who owns the next action.
• Tell the resident when they should expect an update.
• Explain whether they need to remain at home or provide access.
• Record any temporary hot-water advice approved by the responsible contractor.
• Keep the case open until the resident confirms that hot water is working normally.

Do not advise the resident to change wiring, valves, pipework, installer settings or the heat source while waiting for help.

Related guides

Support residents with a Mixergy tank

Download troubleshooting leaflets

No hot water

Tank won’t connect or shows offline

Common questions

Should the resident contact Mixergy directly?

If they rent, the housing provider should normally manage the case first. Homeowners can contact Mixergy or their installer using the route that matches the problem.

What if the MX number is inaccessible?

Do not ask the resident to climb or remove anything. Check the property, installation or asset record instead.

Can staff reset account ownership?

Only use the approved ownership-transfer process after checking how the property account is managed. A reset can remove an existing account connection.

What if the resident does not use the app?

That is fine. Collect the gauge-light information and use the gauge for safe everyday checks and Boost.

What if the problem keeps returning?

Escalate it with the dates, symptoms and previous actions. Do not keep asking the resident to repeat the same reset or temporary step.