For all property owners — whether you've been with us from the beginning or are just getting started. Read through it at least once in full so you understand how everything works together.
Our systems are intentionally structured to prioritize transparency, control, and performance. Rather than relying on a single piece of software, we integrate multiple platforms — each serving a specific purpose. This allows us to deliver more accurate financial tracking, clearer maintenance documentation, and stronger operational oversight than a traditional all-in-one setup.
Because we continuously refine our processes, this guide is a living reference. As systems evolve, we'll update it so you always have a clear picture of how your property is managed. All relevant access links are also available in your owner portal.
All income and expenses flow through your Mercury bank account. This gives you real-time notifications and full visibility into every transaction as it occurs. Mercury is also where you'll contribute and withdraw funds.
You must set up your own Mercury account. Mercury requires a registered LLC and EIN — we cannot open an account on your behalf. If you haven't done this yet, reach out and we'll walk you through it.
There may be times when you're asked to contribute funds — a large repair, a reserve balance dropping below the required minimum, or an unexpected expense. You must always maintain a reserve balance in Mercury so operations can continue without interruption.
When your property is performing well, funds accumulate in your Mercury account and you may withdraw at any time. A minimum reserve balance must be maintained to protect against unexpected expenses. This structure gives you real-time visibility and access to your funds whenever you choose.
"I can see the transactions — how do I know what they're for?" The next section (TenantCloud) covers how to find that detail.
TenantCloud is where you access accounting data. Through the portal you can view detailed transaction history, pull income and expense reports, and download statements for bookkeeping or tax purposes.
Financial reports are populated from two sources: transactions originated within TenantCloud (rent payments and anything from Dorian Gray), and expenses pulled directly from your bank accounts (utilities and similar).
All management fees, maintenance charges, and payments to Dorian Gray are processed through TenantCloud and captured automatically. However, transactions debited or credited directly to your bank account from an external party — Airbnb, utility providers, Section 8 deposits — must be manually entered. Reconciliation of 3rd-party transactions is not instant; please allow for a short lag when pulling reports.
You may see tenant maintenance requests in TenantCloud — but that data is not always fully accurate, and expenses are not reliably linked to individual requests. TenantCloud's maintenance module is too limited for our purposes. For detailed maintenance records, use the Jobber portal described in the next section.
Jobber is where all maintenance activity is managed and documented. Portal access is email-based — confirm the email we have on file. Inside the portal you can:
The Jobber client hub is the best way to submit new requests — for both proactive work and anything tenant-related. Please submit requests through Jobber directly, not through our website.
"Why am I getting so many emails?"
We've set Jobber to notify clients for pretty much every activity. If you'd like fewer notifications, let us know and we'll adjust.
"I don't like your estimate."
Please let us know — we're happy to walk you through the pricing and give you a full breakdown. We don't start work (besides emergencies and small day-to-day items) without your sign-off.
"I received an invoice — what do I do?"
Nothing. It's for your records. Our management team handles payment of all invoices.
The maintenance team does not have access to the regular property management line. At times it will be best to speak directly with them — especially to go over estimates and project details. Save these numbers:
When you come on board, you'll receive an email with login instructions for our onboarding portal. Use it to set up your properties and provide us with the basic information we need to get started. This portal will eventually expand into a full owner dashboard — for now, it covers the essentials of getting your account set up.
As part of onboarding, we'll share a Google Drive folder with you for document uploads. Be ready to provide:
We'll let you know exactly what we need and when. If you have questions about what to gather before your onboarding call, text or email the management line.
Our objective is simple: manage your property with clarity, structure, and accountability. By separating banking, reporting, and maintenance into specialized platforms, we create a stronger and more transparent management structure than a traditional all-in-one setup.
Long-term, we plan to build our own platform — one that unifies banking, reporting, maintenance, and owner communication under a single login. No juggling separate portals. That is a significant engineering undertaking and it will take time, but it is where we are headed.
If anything is ever unclear — a transaction, a report, a repair — please reach out. Clear communication is part of our commitment to you.
We also ask for your patience. Our systems are continuously evolving and may not be complete at any given moment. We are always working to improve, and we appreciate the opportunity to manage your investment.