H.M plumbing and heating services's reply:

Hi i arrived at the job and yes the bracket was broken on the second floor however there was also the rain water pipe at the top of the 3rd floor property had come away from the gutter this was not in the description you put on my builder I only got a ladder to get me to the second floor had I have known of the other job I would have got a bigger ladder. Poor description. I also asked before attending is the property 3 story you said yes but the bracket is on the second floor. We try our very best to accommodate customers and we will keep on giving good customer service.