FREQUENTLY ASKED Q's

At this time, the cause of the fire remains under investigation by the appropriate authorities. We understand that many residents would like answers regarding how the fire started. The Riverside Fire Department is conducting its investigation, and until that process is complete, we do not want to speculate or provide information that may ultimately prove to be inaccurate. Once the official investigation is concluded and the report becomes available, we intend to share any information that we are able to share with the community. We know this is an important question, and we are committed to being transparent as information becomes available. Until then, our primary focus remains supporting residents, coordinating recovery efforts, and helping everyone move forward as quickly as possible.

We know that many residents are understandably concerned about important personal belongings that may still be inside their apartments. At this time, access to affected units is limited while environmental testing, safety evaluations, and regulatory reviews are being completed. Before anyone can safely enter certain areas of the building, we must follow guidance from environmental consultants, remediation professionals, and regulatory agencies. To help prepare for potential recovery efforts, we have created an Item Recovery Request Form where residents can identify critical items they may need, such as passports, birth certificates, Social Security cards, driver’s licenses, immigration documents, financial records, medications, and other essential documents. Submitting a request does not guarantee that items can be recovered, but it allows us to begin organizing information so that we are prepared if and when access becomes possible. We are actively exploring options with our environmental consultants and remediation team to determine what recovery efforts may be feasible. As soon as we have more information regarding timelines, procedures, or access opportunities, we will provide an update to residents. Our goal is to help recover important items whenever it can be done safely and in compliance with all applicable regulations. You can access this form at https://forms.gle/SfwHoX2YxViLfS597

All security deposit refund checks have now been processed and are available. Residents may pick up their security deposit check at our temporary office: University Riverside Gardens Temporary Office 3993 Iowa Avenue Riverside, CA 92507 If you are unable to pick up your check in person, we are happy to mail it to you. To request that your security deposit be mailed, please send an email to info@urgliving.com and include the following: Your unit number in the subject line A note that you would like your security deposit mailed Your current mailing address Example Subject Line: I203 - Security Deposit Forwarding Address Once we receive your email, we will verify your information and mail your check to the address provided. We understand that many residents are relying on these funds as they transition into new housing, and we have worked hard to process deposits as quickly as possible. If you have any questions, please contact our office and we will be happy to assist.

No. Residents whose units were located in the Iowa building and were displaced as a result of the fire no longer have an ongoing lease obligation for those units. Our team has been working individually with residents to either terminate their tenancy, process security deposit refunds, coordinate housing options, or assist with transfers where applicable. If you lived in the Iowa building and have not yet spoken with our team regarding your specific situation, please contact us as soon as possible so we can ensure your account has been properly updated. We understand that this has been an incredibly difficult and unexpected situation, and our goal has been to make the transition process as straightforward as possible for affected residents. If you have questions regarding your account, security deposit, reimbursements, or housing options, please reach out to our office and we will be happy to assist.

We understand that many residents have incurred unexpected expenses as a result of the fire, including hotel stays, meals, transportation, replacement essentials, and other emergency costs. To help support residents during this transition, we have established a reimbursement process for eligible expenses related to displacement from the Iowa building. To request reimbursement, please submit: * A copy of your receipt(s) * Your full name * Your unit number * A brief description of the expense Receipts may be emailed to reimbursements@urgliving.com for review. Our team reviews reimbursement requests on a rolling basis. Once approved, reimbursement checks will be issued and either made available for pickup or mailed to the address you provide. Please understand that reimbursement requests are reviewed individually, and certain expenses may require additional documentation or approval from insurance representatives before payment can be issued. In addition to approved reimbursement requests, residents displaced from the Iowa building will also receive a credit for the final three days of May (May 29, 30, and 31). This credit will be included with reimbursement payments where applicable. Because this is an active insurance claim involving multiple parties, we appreciate your patience as we work through each request. Our goal is to process reimbursements as quickly and fairly as possible while ensuring proper documentation is maintained for the recovery process. If you have questions regarding a reimbursement request, please contact our office and we will be happy to assist.

Residents affected by the fire are receiving rent credits for May 29, 30, and 31, 2026. Because the fire occurred on May 29 and significantly disrupted the community, ownership elected to provide a credit for the final three days of May to both Iowa and Everton residents. The way this credit is being issued depends on where you lived: Iowa Building Residents * Residents displaced from the Iowa building will receive this credit as part of their reimbursement payment. * We are currently working to have reimbursement checks, including these rent credits and approved reimbursement expenses, available beginning June 5, 2026. Everton Building Residents * Residents who reside in the Everton building will receive this credit directly on their resident ledger. * The credit will automatically be applied toward future rent and charges. While Everton residents were able to return to their homes on the 30th, ownership recognized that the event created a significant disruption for the entire community. Many residents experienced uncertainty, restricted access, emergency activity, and interruptions to normal living conditions during the initial response and recovery efforts. For that reason, ownership elected to provide the same rent credit to Everton residents as a gesture of appreciation for their patience and cooperation throughout the emergency. If you have questions regarding your credit, please contact our office and we will be happy to assist.

The easiest way to think about it is that both programs address different risks. The Damage Waiver Program was designed primarily to protect against certain claims against a resident if the resident accidentally caused damage to the property. For example: A kitchen fire damages part of the building. A plumbing overflow damages neighboring apartments. Water damage spreads beyond the resident’s unit. Under certain circumstances, ownership may waive its right to seek reimbursement from the resident for covered damage to the property, subject to the terms and limits of the program. The Damage Waiver Program was not a renter’s insurance policy and was not owned by the resident. It was a program offered by ownership. What does renter’s insurance typically provide? A renter’s insurance policy is different because it is a policy purchased by the resident and generally provides broader protection. While every policy is different, renter’s insurance commonly includes: Personal liability coverage Coverage for personal belongings and contents Coverage for theft and certain property losses Additional living expense coverage (hotel stays, temporary housing, etc.) Legal defense costs related to covered liability claims For example, if a resident accidentally started a fire that damaged multiple apartments, a renter’s insurance policy may provide liability protection to help address claims arising from that event. If a resident’s personal belongings were damaged in a covered loss, the renter’s insurance policy may also provide reimbursement for those items, subject to the terms, limits, and deductibles of the policy. Why do many residents choose renter’s insurance? One important difference is that renter’s insurance is designed to protect the resident’s interests, not just the property owner’s interests. Additionally, many renter’s insurance policies provide multiple types of protection under a single policy, including both liability coverage and contents coverage. Most renter’s insurance policies also have deductibles and coverage limits that vary by carrier and policy. By contrast, the Damage Waiver Program was not insurance and did not provide coverage for personal belongings, temporary housing, or many of the additional protections commonly found in a renter’s insurance policy. Which option is better? Every resident’s situation is different. The Damage Waiver Program satisfied the lease requirement for protection related to damage to the property and allowed residents to meet that obligation without obtaining a separate insurance policy. However, residents who wanted protection for personal belongings, temporary housing expenses, theft, or broader personal liability protection often chose to purchase a renter’s insurance policy because it generally provides more comprehensive coverage. I thought I had renter’s insurance. What should I do now? Even if you do not believe you had renter’s insurance, there may still be options available. We encourage residents to: 1. Check with your parents or guardians. Several residents have reported that their parents’ homeowners insurance policies may provide coverage for dependent children living away from home. Every policy is different, but it is absolutely worth asking. 2. Contact any insurance company you currently use. Some residents have discovered coverage they were unaware they had through existing policies. 3. Speak directly with your insurance agent. An agent can review your policies and explain whether any benefits may be available. 4. Document your losses. Photos, receipts, purchase records, account statements, and written inventories can all be helpful if you submit an insurance claim. We understand this is difficult. While we cannot provide legal or insurance advice, we encourage every resident to explore all available insurance resources, including family policies, personal policies, and conversations with insurance professionals who can review their specific situation.

We know mail delivery has been an important concern for many residents, and we have been working closely with USPS and other delivery providers to establish a temporary process while recovery efforts continue. Iowa Building Residents Mail that was already in the Iowa building mailboxes at the time of the fire has been recovered and is being held at our temporary office. Residents may pick up mail during office hours at: University Riverside Gardens Temporary Office 3993 Iowa Avenue Riverside, CA 92507 Going forward, Iowa residents should submit a forwarding address with the United States Postal Service (USPS) as soon as possible. You can do this online at USPS.com or at your local post office. Once your forwarding request has been processed, USPS will begin redirecting your mail to your new address and will stop delivering mail intended for Iowa residents to the property. Everton Building Residents Everton residents will continue receiving mail at the property. To improve access and restore normal operations, the Everton mailboxes are being relocated from their current location to the pool and laundry room area. We currently anticipate the mailbox relocation being completed on Friday, June 5, 2026. Once the relocation is complete, residents will once again be able to access their mail directly from the on-site mailboxes. What about packages? UPS, FedEx, Amazon, and other delivery providers continue to have access to the Everton property and are expected to continue delivering packages directly to residents’ doors, just as they did before the fire. We do not anticipate significant changes to package delivery procedures for Everton residents. What if I have questions about my mail? If you are unsure whether we are holding mail for you, need assistance with forwarding instructions, or have questions regarding delivery, please contact our office and we will be happy to help.

The Riverside Firefighters Association, on behalf of the California Fire Foundation, has generously provided $250 SAVE gift cards for residents displaced from the Iowa building. We are incredibly grateful for their support and commitment to helping our residents during this difficult time. Who is eligible? At this time, gift cards have been allocated for named residents of the Iowa building who were displaced by the fire. Because the gift cards were donated specifically for affected residents, distribution is limited to eligible individuals. How do I receive my gift card? Gift cards must be picked up in person. Unfortunately, we are not permitted to mail, hold indefinitely, or distribute gift cards to third parties due to the requirements established by the organizations providing the assistance. Please bring a photo ID when picking up your gift card. Where do I pick it up? University Riverside Gardens Temporary Office 3993 Iowa Avenue Riverside, CA 92507 What if I can’t pick it up right away? We understand that many residents have relocated temporarily or are making other housing arrangements. If you are unable to pick up your gift card immediately, please contact our office so we can make note of your situation and discuss available options. We want to make sure every eligible resident has an opportunity to receive this assistance.

We understand that timely and reliable communication is one of the most important parts of recovering from an event like this. Our team has been providing updates since the day of the fire, and we are committed to continuing that communication as new information becomes available. Where should I look for updates? The best place to find the most current information is our dedicated recovery update page: University Riverside Gardens Recovery Updates This page contains all major announcements, recovery milestones, office hour changes, housing information, reimbursement updates, environmental testing updates, and other important information related to the fire. Will I still receive text messages? Yes. - Going forward, we will be using text messages as our primary notification method for important updates. When a significant update is posted, we will send a text message directing residents to the recovery update page so everyone has access to the same information. Why are communications moving away from email? Over the first several days following the fire, our team sent numerous detailed email updates to residents. While many residents received those communications successfully, we also learned that some emails were being filtered, blocked, routed to spam folders, or were not being received for other reasons. To make sure information reaches as many people as possible, we have transitioned to a system that combines: A centralized online update page Text message notifications In-person office support Direct email responses when needed This approach allows us to maintain one consistent source of information while making updates easier to access. How often are updates posted? We are posting updates as information becomes available. In some cases, updates may be posted daily. During periods when agencies, environmental consultants, insurance representatives, or government agencies are reviewing information, updates may be less frequent while we wait for confirmed information. Our goal is to share accurate information as soon as we have it rather than speculate or provide incomplete answers. What if I still have questions? If your question is not addressed on the recovery update page, please contact our office directly. Email: info@urgliving.com Phone: 951-682-0238

We know many residents are eager to see visible progress at the property. At this time, environmental testing and regulatory review are still underway. These steps are required before major cleanup and demolition activities can begin. Based on information currently available, we anticipate that significant cleanup, stabilization, and demolition activities may begin within the next several weeks. While timelines can change as additional information becomes available, current projections suggest work could begin approximately three weeks after environmental testing has been completed, which is currently underway. In the meantime, our team, environmental consultants, engineers, contractors, insurance representatives, and government agencies continue to work behind the scenes every day to move the project forward. As soon as we have a more definitive timeline, we will share it with residents through our recovery update page.