Support residents with a Mixergy tank
A starting point for housing teams helping residents with a Mixergy tank.
Use this page when you help residents with a Mixergy hot water tank, whether you work in housing support or manage the site. Start with what the resident needs help with today.
A resident does not need to understand the heating system or use the app. Show them the gauge first: this is the slim panel with lights and up/down buttons on the tank.
TOP TIP
First ask whether hot water is available at the taps. If it is, ask what they want help with next. Check who manages the account before discussing app settings.
What should every resident know?
- The tank provides hot water for taps, baths and connected showers. It does not normally control room heating.
- The Mixergy Gauge is the slim black panel with lights and buttons on the tank. It shows how much hot water is ready and lets the resident ask the tank to heat more.
- Red lights show how much hot water is ready. Fewer than ten red lights can be the amount requested and enough for the household; the tank does not need to heat to full every time.
- The up arrow asks the tank to heat more water. The app calls this Boost.
- The tank should normally stay switched on.
- The app is optional for everyday hot water, but it provides schedules, remote control and more information.
Which guide should you use?
The resident has just moved in
Use I’ve moved into a home with a Mixergy tank. What do I do? for the first checks. Show the resident the tank and gauge before discussing optional app access.
The resident needs more hot water
If the resident needs more water, ask them to press the gauge’s up arrow to increase the requested level. Green lights show the extra amount requested, which is waiting to heat or heating. They turn red as that water becomes ready. Allow time for heating.
The resident has no hot water
If there is a leak, burning smell or other safety concern, stop and use the urgent repair route. Otherwise follow No hot water in order.
The app shows the tank is offline
The resident can still check the level and request more hot water with the gauge. A blue Wi-Fi symbol means connected; white means offline. Follow Tank won’t connect or shows offline for the connection checks.
The resident says the tank is heating unexpectedly
Mixergy Flex is the automatic scheduling option: it learns when the household uses hot water. If it is enabled, it can prepare water before it is needed or during cheaper electricity periods. A separate automatic cleansing cycle occasionally heats the whole tank to help control Legionella bacteria. See Why does your tank heat to full every two weeks? if that is the concern.
How should you explain the app?
Explain that the app is optional for everyday control. It lets residents check the hot water level remotely and request more water. Where their account allows it, they can also manage heating schedules or view energy information.
Access can vary by housing setup. If a setting is unavailable or locked, do not tell the resident to create another account or reset ownership. Check the organisation’s access arrangements first.
What should you avoid asking residents to do?
- Do not ask them to remove a controller cover.
- Do not ask them to touch wiring, valves or pipework.
- Do not ask them to climb or stretch behind the tank.
- Do not ask them to change how the tank is heated. The app calls this the Heat Source setting, and it should only be changed when the correct installation details are known.
- Do not ask them to turn the tank off at the mains as a routine step.
IMPORTANT
If there is leaking water, a burning smell, smoke, unusual electrical noise or continuous discharge, stop normal troubleshooting. Follow your organisation’s urgent repair and safety process.
What information should you collect before escalating?
- The property address and resident’s preferred contact route.
- The product model and MX number from the label on or near the control box at the front of the tank. The MX number begins with MX followed by six numbers. Use the property records if the label cannot be read safely.
- What the gauge lights show.
- Any message in the app.
- Whether Boost works.
- When the problem started and whether it is repeated.
- Photos that do not show passwords, QR codes or private account information.
Related guides
Download the resident welcome pack
Walk a resident through the app
[IMAGE – SUPPORT ROUTING PANEL]
Use: Five routes: moved in, needs more water, no hot water, offline, safety concern.
Caption: Start with the resident’s immediate problem.
Alt text: Support routing guide showing which Mixergy article to use for five common resident questions.
Common questions
Does every resident need the app?
No. Every resident can use the gauge to check and boost hot water. App access depends on the housing and account setup.
Should we reset the tank when a resident changes?
Only follow the approved ownership-transfer process. First check who manages the account and whether the property uses a managed housing setup.
Can a resident change how the water is heated?
The app calls this the Heat Source setting. It should only be changed when the correct installation option is confirmed. Housing teams should normally manage or approve the change.
Who handles repairs?
Use your organisation’s agreed repair route. Residents should not be sent to open equipment or arrange internal electrical or plumbing work themselves.
Does the tank need ten red lights every time?
No. Red lights show the amount of ready hot water, not progress towards a compulsory full tank. A smaller requested amount can be enough. Ask how much the household normally uses before suggesting a larger target.