Hi Andreas,
I've done this before, and am about to take on similar project for a NZ house. First of all you'd have to use General mode. Then you can adjust the # of occupants, temperature setpoints, appliance kwh/y, etc...
The other main thing to do is look at their gas or electricity bills in the spring/fall/summer only to see if you can distinguish the HW baseload independent of the heating and cooling.
If you are still not getting close then you may have to normalize the utility data to the HDD and CDD so that it's more representative of the average weather which is what Hot2000 uses. Here is a link to help you through that process. https://www.abraxasenergy.com/articles/intro-weather-normalization-contractors/
Good luck and maybe we can have a chat in a couple weeks when I've had a time to work on my project too - or sooner if you need to.
Toby Smith 226 218 2532 toby@buildingknowledge.ca