Customer Support
Frequently Asked Questions
Buying property performance software shouldn't be complicated. Get straight answers on pricing, contracts, implementation, and every Grace Hill solution.
Platform & General
What is PerformanceHQ?
PerformanceHQ is Grace Hill's unified platform that connects training, policies, surveys, mystery shopping, and reputation management in one place. Instead of juggling disconnected tools, your teams get one login, shared analytics, and AI-powered insights that turn data from every solution into clear next steps. The result: stronger teams, lower risk, and better NOI across your portfolio. Take a tour of PerformanceHQ.
What does Grace Hill do?
Grace Hill provides solutions within PerformanceHQ, an AI-powered platform that helps multifamily and commercial real estate owners and operators develop high-performing teams, reduce risk, and improve property performance.
It brings together everything you need in one place:
- Training: Multifamily courses built and updated by industry experts
- Surveys (KingsleySurveys): Resident, tenant, occupant, and employee feedback with trusted benchmarks
- Virtual Leasing & Video (Realync): Video tours and resident communication that close leases faster
- Policies: Industry-specific policies, procedures, and forms that reduce risk
- Mystery Shopping: Unbiased evaluations that improve leasing performance
- Reputation Management: Monitor and improve your online presence from one dashboard
- Credentials & CECs: Affordable industry credentials through Visto, in partnership with NAAEI
What is Intelligence+?
Intelligence+ is a prescriptive analytics solution within Grace Hill’s PerformanceHQ platform that delivers AI-powered insights to help multifamily teams turn resident survey data into clear next steps and trackable action plans.
By surfacing trends and offering tailored recommendations, such as targeted training or service improvements, Intelligence+ empowers operators to reduce turnover, boost satisfaction, and improve performance across their portfolio. See Intelligence+ in action.
Does Grace Hill include reporting and analytics?
Yes, the Analytics Dashboard in PerformanceHQ unifies performance data across Grace Hill solutions with built-in reporting and easy-to-understand dashboards. Capture detailed insights to uncover hidden patterns, identify opportunities for improvement, and highlight areas of success.
What is Ask Gracie™, Grace Hill’s AI assistant?
Ask Gracie™ is the AI assistant built into PerformanceHQ. Built for multifamily and CRE teams, Gracie gives employees fast, accurate answers from your own training, policies, and resident survey feedback, so they stay informed and compliant without digging through long documents. Meet Gracie.
Does every employee need their own email for training?
Ideally, yes. Individual accountability is your best legal protection. Unique email addresses tie every policy acknowledgment and training completion to one specific person, keep sensitive assignments confidential, and create a clean audit trail.
No corporate email system? We offer alternative methods to capture secure, individual acknowledgments.
How do I contact Grace Hill customer support?
Real humans, fast. Submit a request through your Grace Hill platform for the quickest resolution, or:
- Live chat at gracehill.com/support
- Call us at 866-472-2344
- Email customersupport@gracehill.com
Our support team is available Monday through Friday, 8:00 AM to 7:00 PM ET.
Pricing & Contracts
Do I need to sign a contract?
Yes. Every Grace Hill solution runs on a Master Services Agreement with a 12-month minimum term. Multi-year agreements are available and lock in your rate. We don't offer month-to-month terms because a set term lets us invest in the content updates, benchmarks, and support that keep your solutions current.
Not sure a 12-month commitment fits right now? Talk to our team about which package makes the strongest first-year case for your portfolio.
How does pricing change when we acquire or sell properties?
Buying and selling properties is a natural part of real estate, and our Master Services Agreement has you covered when it comes to pricing adjustments for acquisitions and dispositions. We ask that you update your unit count monthly to ensure accurate invoicing.
If you acquire a new property, your pricing will adjust based on the additional units or location. Similarly, if you sell a property, your pricing will decrease accordingly, although the total unit count can’t drop below 90% of the original contracted units. If it does, we may need to discuss a revised agreement.
Can I buy Grace Hill for only some of my properties?
If you're looking at Surveys, Mystery Shopping, Reputation Management, or Realync these are sold by the property, meaning you can start with just a subset of your portfolio.
Our Policies and Training solutions are designed for your entire portfolio and based on the total number of units you manage, so all properties are included.
Are there any hidden fees?
No. Your package price is your price, whether you manage 500 units or 50,000. The only add-on fee we charge is a 2% administrative fee for optional property-level invoicing, and we tell you that upfront because transparency is the whole point.
Do you offer property-level invoicing?
Yes. Standard billing is one consolidated invoice with a related file that lists each property and their billed portion of the total invoice to our clients. However, clients with 3,000+ units can opt into direct property-level invoicing for a 2% administrative fee per invoice.
Implementation
How long does implementation take?
Faster than you'd expect. Most Grace Hill solutions launch in about 30 days:
- Training: Under 30 days (standard) or 30-45 days (customized learning paths)
- Surveys: First survey live in 45-60 days
- Realync: 5-7 days
- Policies: 21-30 days (standard) or ~18 weeks (white-glove custom policy review)
- Mystery Shopping: First shop within 30 days of kickoff
- Reputation Management: 30 days
- SkillCat Maintenance Training: 2-3 weeks
Our implementation teams handle the heavy lifting so your onsite teams stay focused on residents.
Can Grace Hill integrate with my HRIS?
Yes, many Grace Hill customers use an automated data feed to integrate their HRIS or similar software with the Grace Hill platform. This process streamlines and secures the upload of employee, location, and position data, saving time and reducing manual errors.
By leveraging a secure file transfer protocol (SFTP), data files are uploaded from the customer’s system and imported into Grace Hill for review and approval, ensuring accuracy and consistency without having to manually upload or input the information.
Can I have your training and policy content in my Property Management System?
Grace Hill content lives exclusively in PerformanceHQ, and that's deliberate. No PMS on the market today offers the assignment logic, automatic regulatory content updates, and compliance tracking your teams need.
One login gets your people training, policies, and reporting, and every content update happens automatically as regulations change. Your PMS keeps doing what it does best. PerformanceHQ handles performance. Learn More About PerformanceHQ.
Get exact pricing for your portfolio in one call.
No hidden fees. No surprises. Just a clear quote based on your unit count.
Solution-Based FAQs
Click on the solution below to view its frequently asked questions.
Training
Does Grace Hill offer regional or state-specific training or policies?
Many multifamily operators have portfolios that span multiple states, so Grace Hill's training and policies are generally based on federal regulations and are not state-specific.
However, we do offer some content that is designed to meet state-specific requirements, like our Human Trafficking course, our state-specific Sexual Harassment content, and state-specific Fair Housing approvals from Virginia's Department of Professional & Occupational Regulation (DPOR) and Texas Department of Housing & Community Affairs (TDHCA).
Can I buy Fair Housing training on its own?
We don't offer standalone Fair Housing courses, but some choose to purchase individual subsidized courses through our partner, Visto. However, most multifamily organizations prefer a comprehensive approach to employee development that offers greater compliance and increases efficiency.
Our industry-specific training platform goes beyond Fair Housing to protect your business and reduce liability related to safety, human trafficking, sexual harassment, and more.
Want to see what full-portfolio protection costs? View Training Pricing
Do Grace Hill courses count toward NAA CEC credits?
Yes. As an NAA Alliance partner, our platform includes 40+ NAAEI-approved courses that cover up to 50% of your annual CEC requirement. At an average of $120 per CEC, that's up to $500 saved per credential holder per year. Calculate your savings.
What is Sparks microlearning?
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Customer Service: Specifically, handling complaints and turning negative situations into positive ones.
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Business Ethics: Recognizing when gifts from vendors may pose an ethical issue.
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Onsite Sales: Mastering skills like securing appointments and making a strong first impression over the phone.
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Curb Appeal: Understanding its importance and how to create an inviting atmosphere.
How do I engage learners to actually want to complete their training?
Many Training Administrators have difficulty motivating learners to complete assigned training on time. We understand this challenge and provide built-in LMS features that gamify, socialize, and encourage participation. Capture your learners’ attention in PerformanceHQ with a personalized dashboard highlighting assigned and recommended courses, company announcements, awards, leaderboards, and more! Other tips to help boost training participation:
- Build time into busy work schedules.
- Clear obstacles and distractions.
- Make the most of training time.
- Incentivize learners to motivate and reward.
Do transcripts transfer when an employee leaves?
No, when an employee leaves one Grace Hill Training customer’s company for another, the transcripts do not transfer. This ensures the employee receives training specific to their new company, which may be utilizing custom content or require a policy acknowledgment after training is complete.
However, transcript transfers are possible in the case of an acquisition or explicit request from the Grace Hill client.
Can other training sources be attached (or saved) to an employee profile?
Grace Hill’s PerformanceHQ platform allows admins to record training that occurs outside the LMS (e.g., courses offered by local associations or other equivalent training).
How do I get my Grace Hill training certificate?
With Grace Hill Training, you can download a certificate of completion after you finish each course. If this training was completed while working for a previous employer and you do not have the certificates mentioned, you must contact your previous learning administrator to receive a transcript of completed courses and scores. Be advised that this transcript may not transfer to or be accepted by your new company, and you may be asked to complete all required training.
If you completed an online CEC course(s) through Visto, a partnership between NAAEI and Grace Hill, you can view certifications by accessing your NAA online account.
Surveys
What types of surveys does Grace Hill offer?
At Grace Hill, our KingsleySurveys solution offers a comprehensive range of survey types designed to empower real estate organizations with actionable insights.
- Resident Surveys: Ongoing journey-based feedback (prospect, move-in, work order, pre-renewal, move-out) or annual satisfaction snapshots
- Tenant & Occupant Surveys: Annual programs for office, retail, medical, and industrial properties
- Employee Surveys: Engagement programs plus one-question Pulse Surveys throughout the year
- Investor Surveys: In-depth phone interviews that strengthen your most valuable partnerships
What is a good response rate on surveys?
Response rates for surveys can vary widely based on your property type and the type of survey conducted.
Typical Response Rates by Property Type:
• Office: 51%-56%
• Industrial: 39%-44%
• Retail: 31% -36%
• Medical Office: 64%-69%
• Ongoing Multifamily: 17%-22%
• Employee Engagement: 61%-66%
Our experts leverage 35+ years of experience and industry best practices to maximize response rates. We work with you to seamlessly capture the critical data you need and make your survey a success.
How long does it take to launch a survey?
From kickoff to launch, we can typically have your new survey up and running within 45 to 60 days. Our proven process ensures your survey launch is smooth and successful. Plus, our team of experts works hand in hand with you to customize your survey content and set up distribution seamlessly.
Can I add customize questions to my surveys?
Yes, you can tailor your survey questions to meet your organization’s specific needs. The number of custom questions available depends on your package and survey type — resident surveys allow up to 15 questions, while tenant surveys offer up to 20.
However, with our industry experts and proven best practices, many clients find that our standard survey templates are already optimized to deliver the insights they need. This eliminates the need for extensive customization and ensures you gather valuable feedback from your residents, employees, or stakeholders.
How long should a survey stay open?
Our standard survey duration is 3-5 weeks but will vary based on survey type and property size. However, we understand that every property and organization is unique. Our industry experts can work with you to customize a survey program that aligns with your specific needs and goals.
Can I see survey results in real time?
Yes! You can receive custom email alerts or log in to our secure portal to see all response results in real time. Be the first to see time-sensitive results with dynamic push reporting capabilities and respond immediately. That way, you can resolve concerns before it’s too late.
Do you measure Net Promoter Score (NPS)?
Yes, our comprehensive survey engagement program helps you gain a clearer picture of resident sentiment and uncover areas for service improvement. Plus, our intuitive portal includes dashboards to benchmark your performance so you can make investments that translate to increased satisfaction.
What is the Kingsley Index™ benchmark?
The Kingsley Index™ is the most comprehensive performance benchmarking database specific to the real estate industry, comprising survey results from 7.3 million residents and 2.2 billion square feet of commercial space.
Is resident survey data secure?
Yes, all resident information stored in our systems is encrypted using AES-256, a trusted security standard. This ensures that the data would be unreadable, even in the unlikely event of unauthorized access to our storage.
Additionally, when data is being shared — whether during surveys or between systems — it’s encrypted using TLS (Transport Layer Security). This provides robust protection against data interception or tampering during transmission. These practices are in place to give you peace of mind, knowing that your residents’ data is secure at every stage.
What are Pulse Surveys?
Grace Hill’s Pulse Surveys are designed to help you keep your “finger on the pulse” of employee sentiment throughout the year. Send targeted, one-question Pulse Surveys for ongoing insights that help you better understand what drives or hinders employee satisfaction and retention.
For example, if your annual survey indicates employees do not feel valued for their work contributions, you could launch a company-wide recognition program and then follow up with a Pulse Survey to see how your efforts affect sentiment in this area. Pulse Surveys offer ongoing insights that help you narrow in on what truly drives employee satisfaction and retention. Learn more.
What are Ad Hoc Surveys?
Quickly collect specific feedback on time-sensitive topics, new amenity offerings, or community events with Ad Hoc Surveys. These flexible surveys empower you to make informed decisions that directly impact resident satisfaction and engagement, without waiting for your next scheduled survey.
What are the Grace Hill Excellence and Kingsley Excellence Awards?
These annual awards recognize real estate properties and companies that achieve outstanding performance in resident and tenant satisfaction. Winners are determined by outperforming the Kingsley Index™, the industry standard for performance benchmarking. Learn More
What are the qualifications for the awards?
Multifamily: Communities must be enrolled for at least 30 days, have at least 15 survey responses, and exceed the Kingsley Index for overall satisfaction and/or property recommendation in the previous year.
Commercial: Properties must exceed the Kingsley Index and meet minimum response rates (30% for office/industrial/medical; 20% for retail).
Benchmark your properties against the industry standard.
See how Grace Hill's KingsleySurveys and the Kingsley Index™ reveal exactly where to invest.
Virtual Leasing (Realync)
What is Realync?
Realync is Grace Hill’s video engagement and virtual leasing platform, built specifically for multifamily. Leasing teams use it to connect with leads and give renters virtual tours that drive more leases. It saves onsite teams time and helps corporate teams hit property goals, streamline marketing, and keep branding consistent across every property. Learn more about Realync.
What type of videos do leasing teams create?
Clients create videos of property units, amenities, maintenance tutorials, resident events, post-tour follow-ups, and more. Your dedicated client success team member will provide additional video ideas, tips, and resources.
Does Realync integrate with my current systems?
Absolutely. Realync integrates with your current systems through our open API and ongoing partnership efforts. Check out all of our Realync Integrations.
What if my onsite teams are too busy to create video content?
Realync offers a service called Realync Studios, where our expert team can record, edit, and publish high-quality Realync virtual tours to your media library for your teams. Learn more about Realync Studios.
How do you measure virtual tour performance?
Our tool helps clients measure success with video by tracking a variety of key metrics, such as the number of views, signed leases, and qualifying leads. In addition, clients can monitor clicks, engagement rates, and conversion statistics to understand how their virtual tours are performing.
How do leasing teams get trained with Realync?
We have a dedicated client success team ready to assist clients every day. In addition, we offer new Realync clients an in-depth training program on demand.
Does Realync offer live video tours?
Yes, our live video tour offering lets you connect with renters in real time, providing them with an interactive tour of your property. Through a secure, private link, they can view the space as you walk them through it, ask questions, and get instant answers — all while ensuring their safety and privacy. Learn more about Realync's live video tours.
Does Realync offer 360 apartment tours?
Yes. Realync offers 360 virtual tours through Realync Studios, an add-on service where our team creates immersive tours for your property. Prospects click through each room at their own pace, view key features, and get a true sense of the space, while your team stays focused on building relationships. Learn more about 360 virtual tours.
Is Realync WCAG and Fair Housing compliant?
Yes, Realync is compliant with WCAG (Web Content Accessibility Guidelines) and Fair Housing. We take accessibility seriously, ensuring that all users — regardless of ability — can fully engage with our platform.
What is Live Video Intelligence?
Live Video Intelligence empowers multifamily teams with AI-driven insights to boost leasing performance. This feature analyzes live video interactions to identify what agents are doing well and where they can improve. It also eliminates the need for manual note-taking by automatically documenting conversations, making follow-ups seamless.
Plus, managers and stakeholders gain aggregated insights into renter preferences and market trends, helping them stay ahead of the competition. As an added safeguard, corporate teams can monitor compliance with Fair Housing and WCAG regulations, ensuring a fair and consistent leasing experience. Learn more about Live Video Intelligence.
Policies
How much does it cost to purchase Grace Hill’s policy solution?
Starting at under $200/month for small businesses with under 500 units, we provide customizable packages, including popular add-ons like the Employee Handbook & Manager Guide, for comprehensive policy coverage. Our flexible per-unit pricing allows easy adjustments as your property portfolio grows, ensuring a tailored package that protects both your business and budget. View Policy Pricing.
Can I buy individual property management policies?
At Grace Hill, we sell our policies by the manual. Our manuals include comprehensive, industry best practice policies designed to work together to successfully mitigate risk. Better yet, our team of industry experts and partners continuously monitor legal changes that affect multifamily rental housing to ensure our policies are always in full compliance.
When you purchase our Essential Policy Package, you can rest easy knowing you have the essential policies and forms you need to run a compliant multifamily operation. Most clients opt for a more comprehensive approach with our Premium Policy Package, which includes emergency procedures, maintenance, operations, and more. Lastly, our Student Housing Policy Package has everything you need to manage calm in the chaos!
Can I buy your policy content without purchasing the management system?
No, the content and platform come together, and that's what keeps you protected. The platform delivers automatic updates when regulations change, plus automated assignment and acknowledgment tracking that turns policies from documents into legal protection. A binder on a shelf can't do that.
Mystery Shopping
How much do your mystery shops cost?
The price for a simple phone or internet inquiry starts at around $40, but your total program cost will vary based on the type and volume of shops contracted throughout the year.
While the price per shop differs by shop type, the value is unmatched: You'll receive detailed assessments highlighting skill gaps, personalized training recommendations, and robust analytics that track property and regional performance.
Can I order a one-time mystery shop?
Yes! While we believe ongoing mystery shop programs are the most effective, we do have a variety of single shop types that can be ordered from our online store. Place an order now.
Reputation Management
Can I gate reviews and only publish positive ones?
No, and you don't want to. Prospects trust a balanced review profile far more than a suspiciously perfect one. Authentic negative reviews paired with thoughtful responses actually build credibility. Our platform helps you monitor and respond to everything, turning even critical feedback into proof you care. Learn about the value of negative reviews!
Will you respond to reviews for us?
Our add-on ReviewPro service handles responses using your templates and AI-assisted generation, keeping your brand voice consistent while giving your teams their time back.
Is benchmarking available in Reputation Management?
Yes, and it's the only one of its kind. Our Local Brand Visibility (LBV) score combines reviews, social engagement, listings, search rankings, and local competitor data into one metric. Pair it with the Kingsley Index for the industry's most complete view of how your properties stack up. Learn more about LBV score!