Hot water pump not working

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Hi everyone, thanks for looking at this thread. I apologise in advance for any terminology that’s incorrect as I’ve not got a clue about plumbing.

So, my mum & dad got their bathroom redone a few months ago, replacing the bath and electric shower to a thermostatic mixer walk in shower.
Everything worked well for a while but now the problems have got so bad it’s rendered the shower near unusable! I’ll create a timeline of what’s happened:

1. Shower/pump worked fine, turn shower on > pump came on and hot water flowed.
2. Randomly, turn shower on but the pump wouldn’t turn on... resulting in cold water flowing but if you tilt the shower head an then the pump would kick and all is well!
3. Same problem, however the tilt trick didn’t work, so you would have to turn the shower on, turn the tap onto hot in the sink, the pump would kick in, turn tap off and hot water would keep flowing.
4. Step number 3 worked for a while however then the pump would randomly just cut out halfway through leaving just the cold water running.. which was a shock to the system
5. Now we come to our current situation, the pump just comes on when it wants too... it’s raining outside? Probably won’t work... thinks it’s pumped enough water today? Won’t work!

It’s turned into a nightmare and stuck on what the problem is! One point to note is with the shower the water was always warm but not scalding however the taps around the house would always be boiling hot..

I’ve scoured the internet looking for other people’s similar problems, but every situation and set up is different, I’ve read about gravity fed systems, pressurised systems all different types of flanges etc. But I don’t understand any of it! The house was built in 1999 if that’ll give you any idea of the standard practices back then!

Any help would be greatly appreciated, even if it’s so if a plumbers needed, we sorta know what to expect him to say, I’ve attached pictures below... the hot water tank is directly next to the bathroom.
 

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That pump is a single and only for the hot water - normally it should do both hot and cold, so the pressure of the water at the shower mixer is the same.

Where does the cold water for the shower come from?
If you turn the shower to fully cold, is the pressure of the cold water significantly different to the hot?
 
If it was only installed a few months ago ,get in touch with the installers ,if they supplied and fitted pump,shower valve and associated pipework they are responsible.
 

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