Customer Support
Turning resident feedback into meaningful action can be a challenge — especially when time and resources are limited. For Perennial Properties, an Atlanta-based mixed-use commercial development firm that specializes in high-end urban apartment projects with street-level retail, the solution came through Grace Hill’s suite of connected tools.
By using Resident Surveys in PerformanceHQ, which embeds the powerful analytics of Intelligence+, Perennial’s property management team was able to uncover deeper insights, streamline decision-making, and build stronger connections with residents and employees alike.
When Time Is the Biggest Barrier To Acting on Resident Feedback
For Welton McCreary, Director of Property Management at Perennial Properties, the challenge wasn’t getting residents to share feedback — it was finding the time to turn those insights into action.
With Class A properties spread across Atlanta’s most in-demand neighborhoods, from Midtown and Buckhead to Inman Park and more, his team needed an efficient way to transform feedback into measurable improvements that actually impact the resident experience.
Using Resident Surveys in PerformanceHQ, Perennial Properties tackled the time challenge and built a more effective, action-driven approach to resident feedback.
Intelligence+ Helps Justify Spend and Satisfy Residents
When it came to making the case for property investments, Welton’s property management team often had to rely on collections of fragmented feedback from onsite teams and residents. And while they would do their best to gather meaningful resident insight, it was a task that proved extremely challenging.
With Grace Hill’s Intelligence+, Welton found a powerful ally. This prescriptive analytics solution not only helps the Perennial Properties team collect and analyze verbatim resident comments, but it also translates the feedback into clear, data-backed recommendations for operational improvement.
More importantly, those insights helped Welton build a stronger business case for improvements — like securing approval from owners and investors for a six-figure amenity upgrade to a historic property based directly on resident feedback.
Intelligence+ is helping his team save time, strengthen owner confidence, and deliver enhancements that residents truly value.
Building a Sense of Community
For Perennial Properties, acting on resident feedback wasn’t just about improving operations — it was about strengthening connections. After implementing Intelligence+ and putting clear action plans in place, Welton and his team began to notice a real sense of community.
In Atlanta’s highly competitive multifamily market, retention is critical. By removing the burden on teams of having to manually sift through survey results, they were able to not only free up their team’s time but also gain faster access to insights.
As a result, Perennial Properties was able to host more meaningful events, streamline the move-in process, and respond more quickly to maintenance needs — all of which helped their communities thrive.
Being able to turn feedback into action helped transform resident relationships, which aligned perfectly with their goals, especially in areas where retention is so critical.
Perennial Employees Love PerformanceHQ
At Perennial Properties, PerformanceHQ has become more than a platform — it’s a centralized space to access the policies and procedures they rely on, making it easier to stay aligned and efficient across the portfolio.
With the help of Gracie, PerformanceHQ’s AI search assistant, employees can instantly find the information they need. “I wrote the policies, but I still need help finding them sometimes,” said Welton. “Gracie makes it really easy. So even if you aren’t exactly sure what you’re looking for, you just type that information in, and she looks through the system for you.”
When Welton introduced Intelligence+ and all its capabilities — with particular excitement around the built-in Action Plans — team members responded with enthusiasm because they, too, want a clear roadmap, and this tool gives them the necessary insight they need to improve the resident experience.
Partnering with Grace Hill for Property Performance
With Grace Hill, every product, every feature serves a purpose. And for the Perennial Properties team, this innovation has made an operational difference. “The products that Grace Hill is delivering [have been] very intentional, and we're finding the tools to be very helpful,” said Welton.
From training and policy management to resident feedback collection and analysis, the solutions work together to elevate performance across properties — helping teams stay focused, consistent, and connected to what matters most: the resident experience.
See Intelligence+ in Action!
See how Intelligence+ can streamline your operations with smarter insights, clear next steps, and real results. Click the interactive demo below to learn more!
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