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 solutions does Grace Hill offer?
Everything you need to develop people, reduce risk, and improve property performance:
- 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.
What is the Analytics Dashboard?
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. Explore the Analytics Dashboard.
Who is Gracie?
Gracie is Grace Hill’s AI-powered assistant built into the PerformanceHQ platform. Available anytime, Gracie helps employees quickly find the information they need — from company training and policies to resident survey feedback — without having to search through lengthy documents or reports.
Gracie provides precise, consistent answers based on your organization’s own training and policy content, reducing errors and saving time.
Gracie is designed specifically for multifamily and commercial real estate operations, delivering trusted, role-relevant guidance that keeps employees informed, compliant, and focused on what matters most. Meet Gracie.
Why should each employee have a unique email address?
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.
Who do I contact for 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.
What happens to my pricing if I buy or sell a property?
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.
Is there a minimum number of properties?
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.
However, 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.
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
Do you 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 just buy Fair Housing training?
We understand the importance of developing your employees to avoid costly litigation. But there’s more to protecting your organization than just Fair Housing training. 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
Does your training count toward required Continuing Education Credits (CECs)?
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 kinds of topics does Sparks Microlearning cover?
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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.
Why am I assigned lengthy training that I don't even need?
We understand that having too many courses assigned at once can be overwhelming and interfere with daily duties. This is why we work to educate learning administrators on how to set up role-based learning paths for employees.
Plus, our training platform includes advanced automatic assignment logic that considers learners' location, role, and property type, reducing the risk of excessive training. In addition, Grace Hill has shorter courses that allow you to consume the content in different ways, including audio/podcast style!
How long does it take to implement your Training solution?
We realize you have a lot on your plate, and the idea of implementing a training platform can feel like a daunting task. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition — without overburdening you or your onsite teams. We offer different levels of implementation support to ensure a smooth rollout of your new training solution:
Standard Implementation: Implement our industry-specific training program for your team with predetermined training paths that fit your needs. With our Standard Implementation in PerformanceHQ, you’ll be up and running in less than 30 days.
Customized Implementation: Lean on our experts to ensure a smooth and successful training program launch in 30 to 45 days. When you choose our customized implementation, we help develop learning paths that are tailored to meet your organization’s unique learning goals.
SkillCat Implementation: Whether your goal is to elevate overall skills or help your techs troubleshoot difficult repairs, our seamless onboarding process quickly provides access to SkillCat’s powerful mobile app in just 2-3 weeks.
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?
Grace Hill tracks all learner achievements, including course completions, policy acknowledgments, and mystery shopping reports, within our platform. 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).
I took Grace Hill Training; how can I get my transcript?
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 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. Learn more about Intelligence+.
What is your response rate on surveys?
Response rates for surveys can vary widely based on your property type and the type of survey conducted. 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.
Response Times by Survey Type:
• Office: 51%-56%
• Industrial: 39%-44%
• Retail: 31% -36%
• Medical Office: 64%-69%
• Ongoing Multifamily: 17%-22%
• Employee Engagement: 61%-66%
Plus, our survey solution offers alerts and real-time feedback in a single dashboard, helping you quickly respond to urgent insights and address issues fast. Leverage our survey tools to maximize engagement including email and text/SMS survey formats, custom templates and branding, and more!
How fast can you 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 you customize 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 does 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.
How is my resident data protected?
Rest assured that Grace Hill safeguards your resident data. Our survey solutions are designed to help you gather valuable feedback while maintaining the highest level of data privacy and security for your residents.
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.
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 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 is the Kingsley Index™?
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.
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)
Who uses Realync?
Multifamily leasing teams use Realync to connect with leads and engage renters virtually, offering a seamless tour experience that drives conversions. This service is not only a time-saver for leasing teams but also an essential tool for corporate teams to achieve property goals, streamline marketing efforts, and ensure brand consistency across all properties.
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.
What type of property is Realync best suited for?
Realync specializes in multifamily. All classes and types of properties use Realync — Class A, Class B, Class C, lease-ups, new development, and stabilized communities.
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 teams measure success with video and virtual tours?
Every property has unique goals, whether it's increasing leasing activity, improving engagement, or reaching new prospects. 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.
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.
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 360 tours?
Yes, we offer 360 virtual tours. This interactive, click-through video tour allows viewers to explore every angle of a property at their own pace. By simply clicking on different areas of the screen, prospects can virtually walk through rooms, view key features, and get a true sense of the space — just like they’re there in person. Learn more about 360 virtual tours.
Can leasing teams create their own 360 Tours?
No, 360 Tours are available exclusively through our Realync Studios offering. This is an add-on service where we create immersive virtual tours for your property, freeing up your team to focus on building relationships with residents and prospects.
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.
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.
How long does it take to implement your policy solution?
We know that your time is valuable and the idea of implementing a policy solution can feel daunting. Our implementation teams understand your challenges and have developed proven processes to ensure a smooth and successful transition — without overburdening you or your onsite teams. We offer two levels of implementation support to ensure a smooth rollout of your new policies:
Standard Implementation: Includes the standard policies in your selected package, the tools you need to make content updates, and resources to share the new solution with your team. Our intuitive system interface and simple onboarding process make our standard implementation easy, affordable, and fast — getting your company up and running in just 21 to 30 days.
Customized Implementation: Our team is hands-on, reviewing your current policies and making suggested edits based on current regulations and industry best practices. We meet with your stakeholders either in person or virtually to ensure the new policies align with your processes and business goals. This personal “white glove” approach provides the policy expertise you need to protect your organization and ensure a successful internal launch. The timeline for implementation varies based on the complexity of your organization's current policy content and the availability of your stakeholders. However, on average, it takes about 18 weeks to launch your new customized policy solution.
Do you sell individual policies, or do I have to purchase the entire manual?
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?
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.
Want to see how acknowledgement tracking works? Request a Demo
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.
How long does Mystery Shopping implementation take?
Our proven process ensures your Mystery Shopping experience is seamless and efficient. Our goal is to launch your first mystery shop within 30 days of your kick-off call, helping you quickly gain valuable insights and drive performance across your properties. From start to finish, our experts are with you at every step of the implementation process.
Can I order a single 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
How long does Reputation Management implementation take?
From initial kickoff to launch, our goal is to have you fully operational in just 30 days! Our dedicated team of experts works with you every step of the way, allowing you to gather key credentials and location deliverables to ensure a seamless setup.
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 is 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!