Take the report seriously
When a tenant reports damaged material that might contain asbestos, you need to act on it. Don't dismiss it, and don't panic either. Most of these situations turn out to be manageable, but the response needs to be prompt and methodical.
The worst thing you can do is nothing. Ignoring a report, even if you think it's unlikely to be asbestos, leaves you exposed if it turns out the material was hazardous. It also damages tenant trust in a way that's hard to recover from.
Assess what you know
Before visiting the site, check your asbestos register. If you have one (and legally, you should), it will tell you whether asbestos-containing materials have been identified in or near the area the tenant is reporting. This gives you a starting point.
If the register confirms asbestos in that location and the tenant is reporting damage, you already know this needs professional attention. If the register shows no asbestos in that area, you still need to investigate, especially if the building pre-dates 2000 and there's any chance the material wasn't included in the original survey.
Immediate actions
If the material appears damaged, crumbling, or broken:
- Restrict access to the area. Keep people away until a professional can assess it.
- Don't attempt to clean up any debris. Sweeping, vacuuming with a standard vacuum, or wiping up broken material can release fibres into the air.
- If the damage is in a tenanted space, ask occupants to avoid the area. If the damage is significant or the material appears friable (soft and crumbly), consider temporarily relocating affected tenants.
- Turn off air conditioning or ventilation systems that serve the area if the material is friable, to prevent fibre spread through ductwork.
If the material is intact but the tenant is concerned about its appearance or age, the situation is less urgent. You still need to have it assessed, but immediate evacuation isn't necessary.
Get a professional assessment
Engage a qualified asbestos surveyor or consultant to inspect the reported material. They'll assess whether it contains asbestos (taking samples if needed), evaluate the extent of damage, and recommend next steps.
If the material is confirmed as asbestos and is damaged, the surveyor will typically recommend one of the following:
- Removal: The damaged material is removed by a licensed asbestos removalist. This is the most common outcome for damaged materials in occupied spaces.
- Encapsulation or sealing: In some cases, if the damage is minor and the material is otherwise stable, it can be sealed or encapsulated to prevent fibre release. This is a temporary measure rather than a permanent fix.
- Air monitoring: If there's concern about fibre release, the surveyor may recommend air monitoring to determine whether airborne fibre levels are within safe limits.
Communicating with the tenant
Clear, honest communication matters here. Let the tenant know:
- That you've received their report and are taking it seriously
- What immediate steps you've taken (restricting access, engaging a surveyor)
- When the surveyor will attend
- That you'll share the results and next steps once the assessment is complete
Avoid making promises about what the material is or isn't before testing is done. Saying "it's probably not asbestos" can backfire badly if testing proves otherwise. Stick to the facts: you're investigating, you've engaged a professional, and you'll keep them informed.
After the assessment, share the findings in writing. If removal is needed, provide a timeline and explain what to expect during the process.
Your legal obligations
In Australia: Under WHS Regulations, the person with management or control of a workplace must ensure that asbestos at the workplace is identified and managed. If you become aware of damaged asbestos, you must take steps to minimise the risk of exposure. Failure to act on a report can be treated as a breach of your duty of care.
In New Zealand: The Asbestos Regulations 2016 place similar duties on the PCBU with management or control. You must ensure asbestos is identified, managed, and that any damaged material is dealt with by a licensed professional.
Document the response
Keep a clear record of everything:
- The date and nature of the tenant's report
- Your immediate response actions
- When the surveyor attended and what they found
- Lab results (if samples were taken)
- The remediation action taken and when it was completed
- All communications with the tenant
Update your asbestos register to reflect any changes, whether that's a new finding, a change in condition rating, or a record of removal. This documentation demonstrates that you responded appropriately and fulfilled your obligations.