Assuming the tank is heated using electricity (not using a gas boiler), then usual practice is to fit two immersion heaters. Bottom immersion will heat the entire contents of the tank, and is probably connected so to use Economy 7, i.e. will only operate between 0100 and 0800 hours when cheap rate electricity is available. It'll be switched at the meter, so should operate automatically.
Top immersion is a 'boost', can be switched on at any time to heat the top section of the tank to provide 'top up' hot water during the day if required. This however uses standard rate electricity, and will be more expensive to use.
Bottom switch should be left on permanently, tank should then heat overnight on E7. Top switch use if hot water runs out during the day. With bottom switch only on, and the tank doesnt heat overnight, then the immersion isn't working. Could require a simple reset, or may be a blown immersion or supply fault.