City chiefs received more than 11,000 complaints last year about public services.

A new report has revealed that members of the public contacted Glasgow City Council with 11,088 problems.

And 71% of those complaints were either upheld or partially upheld, meaning the council issued an apology and action was taken to resolve the complaints.

Land and environmental services received 5910 complaints last year – the highest of any city service – mostly relating to missed bin collections.

That was followed by Glasgow Life which received 2321 calls or online complaints relating to faulty equipment, venue appearance and user experience.

In his report, Colin Edgar, the council’s head of communication and strategic partnerships said: “Complaints received are now at their lowest level since the introduction of the formal complaints handling procedure in 2013.

“The overall number of complaints received has fallen for the second successive year.

“There is a significant shortfall in performance in terms of meeting timescales for responses at stage one. Glasgow’s performance is below the average for Scottish local authorities.

“Almost 100 service improvements were identified as a result of complaints received. The majority of these were by Glasgow Life.”

Frontline staff resolved 90% of the complaints without the need for an investigation.

The national target for dealing with complaints before investigation is five days but the average in Glasgow last year was 12 days.

The authority was exceeding the 20-day national target for resolving complaints after investigation, with an average 19 days last year.

Last year there were 134 complaints made to the public services ombudsman with just 19 upheld.

The council admitted that its recording system was “unsatisfactory” and revealed plans to implement a new system next year to improve recording.

And councillor Michelle Ferns said: “Whilst all complaints are regrettable, I do think the new complaints system will offer significant improvements to the case management systems.”

Members of the city’s operational scrutiny committee agreed to note the report.