Do you have an Emergency maintenance Response Procedure? This type of policy outlines what is an emergency and what is not and identifies the amount of time it takes to make a repair. This policy should also tie into the lease verbiage that will hit on this point. The policy/lease should also specify the Resident's responsibility in reporting a problem that has NOT been addressed yet. In addition, your property management software should have a work order system which can send the resident an email once a service request has been put into it and it will send an email once the work order has been entered as "Complete." Finally, our Lease will state we are not responsible for compensating for "losses", that residents must obtain and keep Renters Insurance, etc.
In my experience though, I offer "goodwill gestures" which may compensate residents in some instances (although I don't HAVE to do this.) This I have done in cases where there was a work order placed for a furnace check because the heat bill was way out of normal range. If our techs say "nothing is wrong" and the problem continues, if a problem is actually a mechanical problem the tech should have found and fixed, then I do offer an offset. The amount is based on calculating costs per day, etc. Sometimes, especially when Management knows there has been instances where we could have done, should have done, and dang well have to better, it just makes my relationship better with the Resident. When your residents know you understand their situation and can respond in acknowledgement, it just increases the chance the person renews or at least doesn't post that "Sandy doesn't give a S*%t about us!" on Google.