Hi,
maybe I overlooked it, but the first question is:
what supply temperature is being used? The tiles feeling cold is actually okay at low supply temperatures. With the current outdoor temperatures, we run just above 30 °C here, and the floors are not really warm, at most "not cold."
Secondly:
constantly having to refill water is definitely not okay, in my opinion you might need to refill once in the first year because there was still an air bubble from filling.
But after that, it should only be the case every few years at most. Even annually is definitely too much!
Thirdly:
you should follow through with the tip about the heating circuits, that sounds like a poorly adjusted heating system.
But:
20000 kWh sounds like a lot at first, but for a bungalow from 2005 with 130 sqm and a correspondingly unfavorable ratio of room volume to wall surfaces, it's not that absurd. If they shower/bathe a lot, heat somewhat excessively and possibly live in a cold area, that can add up.
We used about 10000 kWh in a semi-detached house with 130 sqm from 2011, with certainly better insulation and a much better room-to-wall ratio. But we are also "light heaters," in the living room we had 21 and in the bedrooms only 18-19 degrees.
I think nothing below 15000 kWh will be possible with that house.
Best regards,
Andreas