Gill I too am sorry that you have felt beleaguered, and to answer your question, I would say that employees usually don't understand the financial value of paid holidays and paid sick pay, and they appreciate even less the financial value of the employer's NI contribution, which is substantial, and without which they would not, eventually, receive the State Pension.
What seems like a low hourly rate to them, is actually quite a high hourly rate when you factor in all those things.
I have a cleaner through an agency, and I pay almost 12GBP (sorry I'm on an American laptop which seems not to have a pound sign
) an hour.
I'm well aware that only some of this goes to the cleaner, some goes to the agency owner, and quite a bit goes to HMG.
I don't begrudge a penny. The cleaner does a great job, and Laura the agency owner provides someone else if the cleaner's on holiday, and if there were any problems she would sort them out. I would much rather do it this way than employ someone directly myself.
You are providing a valuable service, not only to your clients but also for the people you do employ, and for society in general by facilitating employment. Regard the hurtful comments with the contempt they deserve. 