Frequently Asked Questions

Got questions?

Here you will find some regular questions our customers ask regarding their hot water service when needing a hot water install, hot water repair or hot water warranty replacement that may be useful for you when trying to understand the problem better.

Why is my pilot light not working?

Pilot light issues can be caused by several factors including an accumulation of dirt, high wind and/or issues with gas flow to the system. In addition, problems with parts such as the gas control valve and thermocouple may also contribute to this issue.

What should I do if my hot water system stops working?

If you are renting, your recommended action is to contact your landlord or real estate agent immediately for assistance. Your real estate agent may need a little more information about the specific system you have, so see if you can find all this out when you contact them. Photos can be a very handy tool. If you own the property, it is important to call one of our licenced engineers to diagnose the issue properly before taking any action. To assist our engineer, you may want to look for:

• Leaks
• Strong smells of gas
• Louder than usual noises
• Muddy or soiled water coming out of the tap
• Check your water meter is not running faster than usual
• Any flooding in the house.

How do I find a suitable hot water replacement?

The typical age of a hot water system before it needs replacing is generally 7-10 years. However, with advancements in technology, some are now expected to last for longer. Have a look at your warranty for guidance. For example, some gas continuous flow systems come with a 12-year warranty, so they are expected to live a bit longer. If you are finding you are constantly running out of hot water, your system may be too small for your needs. In this case it’s a good idea to discuss the option of a larger system with your plumber. If your system is relatively young, repair might be the best option.

Why do I keep running out of hot water?

Depending on the age and size of your hot water system, there are a several reasons you could be running out of hot water. Firstly, this could be due to faulty parts, or parts that have worn over time such as valves and the element. Secondly, a water leak on the hot line and the incorrect size of a unit in relation to your water demands could also be a factor affecting the amount of hot water you receive.

What warranty is offered with hot water systems?

RCM Hot Water offers a 12 month warranty against all hot water systems supplied and installed by us; after this period your system is covered under a manufacturer’s warranty. Please see your individual booklet regarding this period of cover as this varies between manufacturers.

What's the diference between a storage system and a continuous flow system?

A storage system you can think of as a giant kettle. It is either electric, where the water is heated using elements within the tank, or gas, which is heated by a series of flames or ‘burners’ underneath the tank. Storage tanks come in a vast array of different sizes, but the principal is still the same. They are designed to keep the water inside the tank at a constant temperature ready to be used at any time. However, once the tank is drained of hot water, the tank will need to refill and be brought back to temperature again. This is called recovery. A continuous flow hot water system heats the water as it is needed. When you turn on your tap, the burner inside the system heats the water as it flows through the system and then into your house. This means that once the system is running, you will have unlimited hot water.